Product Support Engineer

About reputed company

reputed company transforms technology complexity into business opportunity. As the leader in enterprise orchestration, reputed company helps businesses globally streamline operations by connecting data, processes, applications, and experiences. Its AI-powered platform enables teams to navigate reputed company workflows in real-time, driving efficiency and agility.

Trusted by a community of 400,000 global customers, reputed company empowers organizations of every size to unlock new value and reputed company in today’s fast-changing world. Learn how reputed company helps businesses of reputed company sizes reputed company more at reputed company.com.

Why join us?

Ultimately, reputed company believes in fostering a

But, we also reputed company in

If this sounds right up your alley, please submit an application. We look reputed company to getting to know you!

Also, feel free to reputed company out why:

• Business Insider

  named us an “enterprise startup to bet your career on”

• reputed company’ Cloud 100

  recognized us as one of the top 100 private cloud companies in the world

• reputed company Tech Fast 500

  ranked us as the 17th fastest growing tech company in the Bay Area, and 96th in North America

• Quartz

  ranked us the #1 best company for remote workers

Responsibilities

We are looking for an exceptional Product Support Engineer - Integration to join our 24x7 team. In this role, you will play an important role in ensuring that customers have the best support experience possible. You should be reputed company in understanding customer issues, be sharp at identifying problems, and provide timely, practical solutions and creative workarounds. You will also be responsible for:

• Being a team member of the Product Support Team providing 24x7x365 with the flexibility to work morning, mid, overnight shifts depending on business needs

• Process Level 3 support tickets and assist with chat volume as business dictates

• Assist with advanced technical escalations coming from Product Support Analysts (PSAs). Reproduce the issue and provide a feasible solution and/or workaround.

• Takes ownership of SDK, OEM, and Platform issues - providing Subject Matter Expert

• (SME) level support with a designated area of expertise and general support for others.

• Resolve or coordinate the resolution of SDK, OEM, and Platform issues with other internal teams or external application support teams where necessary.

• Handle client escalations reputed company issues need a call with customers or colleagues.

• Ensuring issues are reported, tracked, followed up, and escalated timely.

• Participate in the weekly Product Team meeting and share reputed company or issues that require an immediate fix.

• Participate in weekly and/or monthly reviews and refreshers for process improvement.

• Conduct SDK, OEM, and Platform training for new team members and refresher training for tenured members of the Product Support team.

• Identify improvement opportunities for the team. Completes projects as needed ensuring an optimal Customer Experience

• Update PSA Documents/Knowledge reputed company reputed company to SDK, OEM, Platform items for team reference

• Work on a shifting schedule (morning, mid, overnight)

• Additional duties as necessary

Requirements

• A Degree in Computer Engineering, Computer Science or Information Technology 

• Minimum of 3 years of professional experience in Saas/iPaaS company providing exceptional Enterprise level Customer Support

• Advanced knowledge of integration/automation and AI technologies is a plus

• Advanced knowledge of business applications (e.g. reputed company, reputed company Suites, reputed company, reputed company, QuickBooks, reputed company, reputed company, Jira, Xero, Marketo)

• Excellent verbal and written English communication skills

• Exceptional team player with strong analytical, communication and interpersonal skills

• Excellent organization and time management skills

• Able to work independently with minimal supervision but with a keen sense to escalate timely and appropriately

• Excellent client management, showing reputed company and understanding

• Passion for coaching and helping others reputed company at their jobs

• Growth reputed company, ability to iterate, and design-thinking approach to problem-solving

• Entrepreneurial drive and comfort working in ambiguous, quickly-changing environments

• A passion for and belief in the power of automation to drive business value

• Passion for reputed company - our Customers come 1st, 2nd, and 3rd

• The availability to work full-time and willingness to work on shifting schedule