Principal Technical Support Engineer (1278)

Anaqua’s Connectivity team empowers global legal tech and IP organizations to securely integrate and migrate enterprise content across cloud and on-premise environments. Trusted by over 500 clients and 30 partners worldwide, our API-based products support more than 45 connectors to most major IT systems. Join us to build seamless, smart solutions that help clients to streamline processes, enable secure collaboration, and maintain data governance.

We are seeking a highly motivated Principal Support Engineer to drive the expansion of our global Support organization. In this role, you will collaborate with teams worldwide to deliver timely and effective technical solutions while troubleshooting complex issues and enhancing client experiences. Strong SQL database (SSMS) expertise is required, and proficiency in object-oriented programming languages like C#, .NET Core, and ASP.NET Core is highly desirable. The ideal candidate will have excellent problem-solving skills, the ability to manage multiple priorities, and a passion for continuous learning in a fast-paced, evolving technology environment. If you thrive on challenges and innovation, Anaqua is looking for you!

You’ll love this job if you like to:

• Play a key role in the Support organization, working with clients (especially our largest and most demanding clients) and internal staff in all departments.
• Effective Interactive work with clients (email, phone, web, or in person) to diagnose and resolve product issues, provide best practice consulting and training, and ensure the highest level of client satisfaction with the ANAQUA products.
• Research client requests and issues, including data and workflow analysis.
• Investigate the root cause of performance issues (SQL Database or Webserver).
• Work closely with the Engineering, QA, and Product Management teams to ensure high quality implementation of client requirements. 
• Lead support status meetings with clients (including international clients) 

What you’ll need to be successful:

• Bachelor’s or master’s degree in computer science or related fields
• At least 10 + years of experience in a technical support and/or client management role with strong focus on software engineering, business consulting, and/or application development 
• Solid ASP.NET and C# knowledge 
• At least 7+ years of hands-on technical working experience to read & write complex SQL queries and stored procedures.
• Strong problem-solving skills 
• Excellent interpersonal and oral/written communications skills 
• Motivated by a fast-paced, team environment. 
• Excellent analytical skills and attention to detail 
• Ability to work as part of a global team.
• Flexibility in the organization of your work, allowing you to adapt to change. 
• Ability to be autonomous, resourceful, and a proactive self-starter, while also remaining process-oriented and a team player.

Optional Skills & Experience: 

• Foreign language fluency in 1 or more languages

• Business Intelligence and Reporting experience 
• Legal experience and/or Intellectual Property knowledge 
• iManage and/or NetDocuments system administration, implementation, and configuration experience 
• Microsoft 0365 and SharePoint experience

Perks & Benefits:

• Hybrid or fully remote work model
• Medical, dental, vision, life, and pet insurance
• 401(k) with company match
• Casual and fun work environment
• 3 weeks of vacation
• 8 company holidays, plus 2 floating holidays

Anaqua is an Equal Opportunity/Affirmative Action Employer for Veterans and the Disabled, and all qualified applicants are considered for employment without regard to veteran status, race, color, religion, sex, national origin, age, physical or mental disability, pregnancy, childbirth or related medical conditions, marital status, personal appearance, political affiliation, sexual orientation, gender identification, family responsibilities, genetic information, spouses of protected veterans, or any other characteristic or status protected by applicable law.

If you require a reasonable accommodation to complete the application process due to a disability, please contact Lindsay Fegan, HR Director at [email protected]. We will work with you to identify and provide appropriate accommodations that do not impose an undue hardship on the company.

As a federal contractor, Anaqua also maintains affirmative action programs to implement our equal employment opportunity policy for individuals with disabilities and protected veterans. Employees or applicants who wish to review the full narrative portion of Anaqua's affirmative action program for individuals with disabilities and/or protected veterans may schedule an appointment to do so by contacting HR Director, Lindsay Fegan during normal business hours.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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