Support Engineer

Support Engineer

Department: Global Support

Business Unit: Corporate

Reports To: Manager, Customer Support

Direct Reports: No

POSITION OVERVIEW

The Support Engineer is a member of e2open’s customer support team responsible for providing support to a diverse global customer base.  Working directly with customers the Support Engineer is the primary point of contact for a wide variety of customer inquiries related to our products and services.  Primary activities include issue diagnosis, troubleshooting, and incident management.  The Global Support Engineer will use strong problem-solving skills combined with excellent communication and customer focus to maintain high levels of customer satisfaction.

RESPONSIBILITES:

• Provide exceptional overall client experience to clients using time-sensitive, mission critical applications.
• Research, diagnose, and respond to client inquiries in an expeditious, thorough and professional manner. Ensure KPIs are met consistently to achieve customer experience excellence.
• Identify, select, and manage cases to work on; determine root cause resolution workflows and propose a solution to the customer.
• Write basic level SQL queries to identify and troubleshoot customer issues through analyzing a various factors and determining the best approach.
• Manage customer support to resolution knowing when to escalate issues and articulate the problem.
• Research bugs by reading code and interpreting where the code needs to be updated.
• Effectively communicate and interact with customers at all levels to understand the request and rapidly assess severity level.
• Ensure critical customer issues are addressed quickly and effectively by collaborating with Product Development, Professional Services, Cloud Operations, and Quality Assurance in a global environment.
• Be able to work independently and with cross functional teams to troubleshoot and resolve complex problems.
• Be proactive in identifying preventative measures and early warning mechanisms to reduce customer issues/escalations.
• Document all customer interactions in an internal case management system including a clear root cause and implemented solution.
• Build, maintain, and utilize support procedures and knowledgebase articles.
• Flexibility to participate in required shift work and/or off hours coverage for different time zones, including evening and weekend support for Severity 1 issues.
• Participate in on-call rotations as assigned
• Other tasks and activities as assigned
  

QUALIFICATIONS AND EXPERIENCE:

• Candidate must possess a Diploma, Advanced/Higher/Graduate Diploma, Bachelor’s Degree, Post Graduate Diploma, Professional Degree, Computer Science/Information Technology or equivalent.
• 2-5 years of working experience is preferred.
• Excellent written and verbal communication skills, including ability to speak and write fluently in English.
• Excellent time management and organizational skills.
• High attention to detail and technical problem-solving/troubleshooting skills.
• Ability to work well both in a team environment and independently under minimal supervision.
• Comfortable working under deadlines and managing multiple priority customer cases.

Preferred but not required:

• Functional and business process knowledge of the Logistics and Supply Chain industry, as well as experience with logistics, transportation, and shipping software.
• Basic understanding of ITIL, incident and problem management.
• Basic familiarity with software engineering. Ability to read programming code and familiarity with programming concepts a plus

Technical skills:

• Working knowledge of Microsoft Office suite of tools – Excel, World, Outlook
• Experience with Salesforce.com or equivalent CRM software.

PHYSICAL REQUIREMENTS:

• General office environment and responsibilities requiring:
  • Extensive use of the computer which involves viewing a monitor and keyboarding for most of the workday.
  • Placing and receiving phone calls.
  • Occasionally moving and lifting objects up to 20 pounds.
  • May require some travel as needed.