Product Support Engineer

IdeaPoint’s management software, an Anaqua product, accelerates the world’s science and innovation. IdeaPoint improves how global companies capture, identify, evaluate, track, and manage opportunities from internal and external partnerships and collaborations. For more information on IdeaPoint product, please visit https://www.anaqua.com/ideapoint.

Position Overview 
Anaqua is seeking for a highly motivated Senior Support Engineer who is eager to help us expand our global Support organization! This is an exceptional opportunity for the right person to learn and grow with us, as we continue to rapidly expand our client base. You should be an excellent team player with strong communication skills and strong commitment to be able to provide excellent technical solutions in a timely manner to our clients. In addition, having robust expertise with SQL database (SSMS) is a must. Excellent proficiency in various object oriented programming languages, such as C#, .Net Core, ASP.Net Core is an asset. Aptitude to troubleshoot complex technical issues, identify workarounds and solutions, work closely with clients from around the globe, as well as juggle several tasks at a time is required. If you love challenges, ever-changing technologies, always learning, a growing business domain, and opportunities to do something new every day, Anaqua is looking for you! 

Responsibilities Include but not limited 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) 
• Position may require some “on call” availability
  
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• Required Skills & Experience:
  
• Bachelor’s or master’s degree in computer science or related fields
• At least 5 + years of experience in technical support and/or client management role with strong focus on software engineering, business consulting, and/or application development 
• Solid NET, C#, WCF, REST Apis,
  Microsoft SQL Server and SQL Server Reporting Services HTML and CSS
• At least 3+ 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