Product Support Engineer

As a leading financial services and healthcare technology company based on revenue, SS&C is headquartered in Windsor, Connecticut, and has 27,000+ employees in 35 countries. Some 20,000 financial services and healthcare organizations, from the world's largest companies to small and mid-market firms, rely on SS&C for expertise, scale, and technology.

Job Description

SS&C Blue Prism

SS&C Blue Prism enables organisations to deliver transformational business value through our intelligent automation platform. We create products with one aim in mind: to enhance experiences for people. By connecting people and digital workers, you can use the right resource, every time, for the best customer and business outcomes. We supply enterprise-wide software that not only provides full control and governance, but also allows businesses to react fast to continuous change.

Exceed customer expectations, stay competitive, accelerate growth.

Product Support Engineer

Location: UK Remote

Blue Prism® is seeking an enthusiastic, motivated individual with excellent oral and written communication skills to join our team of highly skilled support staff. You will be responsible for providing world-class technical support to Blue Prism customers and partners, and will be reporting to the Customer Support Manager.  As our global customer base expands, the support analyst may also be required to work shift or on-call patterns to provide support for other time zones. 

What You Will Get To Do:

• Your primary responsibilities involve troubleshooting, analysing technical problems and working with the customer and Blue Prism developers to resolve technical roadblocks. You will ensure all issues are resolved or escalated to the proper resources to be resolved in a timely fashion. Additionally, you will manage communications with customers at all levels to maintain positive relationships.
• Additional responsibilities include, but are not limited to the following:
  • Managing customer issues within our CRM system.
  • Manage customer support technical issues daily, including verifying issues, isolating and diagnosing the problem, and resolving the issue where possible.
  • Provide technical support to customers, partners, sales engineers and post-sales consultants via telephone, email and the web.
  • Reproduce product behaviour to determine the problem root cause and to find workarounds and solutions.
  • Ability to ensure actions are followed up promptly, and attention to detail.
  • Ability to deal with difficult customer situations.
  • Coordinate with other teams to assist in identifying, reporting and resolving product defects.
  • To write, review and maintain knowledge base articles
  • To proactively contribute to the correct development of P1 BCS incidents
  • To be active in supporting and mentoring other team members

What You Will Bring:

• A team player with initiative and the ability to be productive without supervision.
• Has experience in support of software products, to include derivation of workarounds and fixes.
• Has excellent attention to detail with a passion for quality, with strong written and oral communication skills.
• Has the ability to recognise problems, gather facts, and analyse information with strong deductive reasoning skills.
• Has the ability to organise multiple work tasks and prioritise them to meet specific deadlines, work under own initiative and respond to peaks in demand.
• Has the ability to quickly grasp and understand new tasks and ideas.
• Possess a strong desire for self-improvement and advancement with a strong and active interest in IT generally.
• Must be ambitious and prepared to commit to a rapidly growing company through a period of considerable expansion.
• Has the ability to work constructively together as a team, sharing ideas and resources.
• Must be passionate about delivering high-quality service to customers and partners, with a focus on continuous improvement.
• Must have the capability to act as a mentor and contribute to the development of the knowledge and skills of the team

Qualifications & Required Skills:

• College diploma or bachelor's degree in a technology-related field (or equivalent work experience).
• 3+ years of industry experience in supporting enterprise software components.
• Excellent written and verbal communication and problem-solving skills are essential.
• A high degree of analytical, troubleshooting and problem-solving abilities.
• In-depth knowledge and ability to troubleshoot currently supported Windows operating systems (servers and clients).
• Strong Windows administration skills with the ability to diagnose Windows system issues using the Windows Event Viewer logs.
• In-depth knowledge and understanding of virtualisation technologies and platforms (e.g. Citrix, VMware, Hyper-V).
• Thorough understanding of and ability to use and troubleshoot the Microsoft Office suite (specifically MS Excel & Outlook).
• Thorough understanding of TCP/IP networks and security, LAN/WAN communication and configurations.
• Understanding of KCS (Knowledge Centred Service)
• Good formal documentation skills. Ability to work under own initiative and respond to peaks in demand.
• Strong relationship management skills, establishing empathy with customers through insight into their business drivers and expectations.

Desirable Skills (good to have):

• SQL programming skills and knowledge of SQL Server.
• Proficiency in concepts such as logical operators & data types.
• Exposure to basic programming skills with knowledge of VB/.NET/C# an advantage.
• Exposure to Web Development technologies (JavaScript/HTML/HTML5/PHP).
• Awareness of Data-interchange technologies (XML/Soap/JSON).
• Blue Prism Certified Developer
• Blue Prism Certified Technical Architect

Why You Will Love It Here!

• Your Future: Professional Development Reimbursement, including access to SS&C University
• Work/Life Balance: Competitive holiday scheme
• Your Wellbeing: Competitive benefits designed to support the well-being of our staff
• Diversity & Inclusion: Committed to Welcoming, Celebrating and Thriving on Diversity
• Training: Hands-On, Team-Customised throughout your career

We encourage applications from people of all backgrounds to enable us to bring diverse perspectives to our thinking and conversation. It's important to us that we strive to have a workforce that is diverse in the widest sense.

Thank you for your interest in SS&C! If applicable, to further explore this opportunity, please apply directly with us through our Careers page on our corporate website @ www.ssctech.com/careers.

Unless explicitly requested or approached by SS&C Technologies, Inc. or any of its affiliated companies, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services.

Applications will be accepted on an ongoing basis until the position is filled.

SS&C Technologies is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.