Technical Support Engineer

About Us:

insightsoftware is a global provider of reporting, analytics, and performance management solutions that unlock the potential of business data and transform the way finance and data teams operate. We empower leaders from over 32,000 organizations to make timely and intelligent decisions. Our comprehensive solutions span Financial Planning and Analysis (FP&A), Controllership, and Data and Analytics. We deliver finance teams the insights required to navigate any economic climate and drive greater financial intelligence, while increasing productivity, visibility, accuracy, and compliance. Learn more at insightsoftware.com.

Job Description:

We are seeking a talented Product Support Engineer to join our customer success team. In this role, you will diagnose, troubleshoot, and resolve complex customer issues while maintaining the highest standards of service. You will work with customers to understand their business challenges, debug code, implement fixes in C++ and/or Java, and provide expert guidance to ensure their success with our platform.

• Debug code, identify workarounds, and implement software fixes in C++ and/or Java to resolve customer issues
• Partner with customers to diagnose, isolate, and resolve software defects with precision and efficiency
• Communicate professionally and clearly with customers to troubleshoot issues and deliver rapid solutions
• Assess the urgency and impact of customer issues, determining appropriate prioritization and escalation
• Deliver first-class customer service to both external and internal stakeholders
• Ensure service level agreements (SLAs) are consistently met for all assigned incidents
• Provide comprehensive resolutions and workaround recommendations in response to customer inquiries

• Demonstrated passion for customer success and cutting-edge technology
• Willingness to own problems from identification through resolution
• Creative problem-solving approach with excellent analytical skills
• Commitment to continuous improvement in technical and problem-resolution capabilities
• Strong collaborative skills with the ability to perform effectively under pressure
• Ability to prioritize tasks accurately and meet deadlines consistently
• Strong structured analytical and logical reasoning skills

• Professional experience in software development using C++ and/or Java
• Bachelor's degree in Computer Science or related discipline, or equivalent industry experience
• Working knowledge of relational databases and SQL (read/write capability)
• Hands-on experience with multiple operating systems (Windows, Linux, OS X)
• Proficiency in debugging tools such as Visual Studio and/or GDB
• Familiarity with modern data systems (NoSQL, Hadoop, REST APIs) - a plus

Additional Information

All your information will be kept confidential according to EEO guidelines.

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At insightsoftware, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.