Sr. Technical Support Engineer

Job Overview:

As a company that is undergoing significant growth, Simpplr is seeking to hire an experienced Sr. Technical Support Engineer as a part of its Technical Support Team. In this role, you will work with customers on the identification and resolution of technical issues primarily in the post-launch support phase of the project.

This role will appeal to individuals who are interested in a fast-paced, high-growth SaaS company where decisions must be made quickly. Written communication skills and the ability to empathize with customers are extremely important. You will be a member of a team but you should be a self-starter who assumes responsibility and accountability to provide world-class service to Simpplr customers. You will provide first-line support on both the Simpplr application

Your Job Responsibilities

What you will be doing:

• Troubleshoot and diagnose technical issues experienced by Simpplr customers post-implementation
• Review, triage, troubleshoot, and escalate customer-reported issues, functional questions, admin requests and feature requests
• Collaborate with Product, Engineering, and Customer Success on outstanding tickets to ensure quick resolution
• Run incident management processes for customer impacting outages
• Conduct research on complex cases and contribute to the Knowledgebase and Community
• Investigate/explore/debug the code and provide insight into technical issues

Your Skillset

What makes you a great fit for the team:

• Technical
• 4+ years in direct customer-facing support role
• 4+ years of experience troubleshooting modern web applications
• 3+ years of experience with Database technologies (SQL, MongoDB, Oracle)
• 3+ years of experience supporting SSO, SAML, Provisioning, User Sync, HRIS and other Integration issues
• 3+ years of experience reading logs (Cloudwatch, Observe, Kibana, Loggly, Splunk)
• 3+ years of experience with Web Scripting languages (Javascript/NodeJS, HTML, CSS, C, C++, Java, Python)
• Experience with working with Support Ticketing Tools: (Zendesk, JIRA, SF ServiceCloud)
• Familiar with APIs and understand how to use them
• Experience working with Enterprise clients (assigned accounts a plus!)
• Communication
• You have excellent written and verbal communication skills
• You have experience supporting and communicating with US-based customers
• You are comfortable getting on client phone/video calls to troubleshoot live issues, collect evidence, and set expectations
• You are able to know your audience and communicate properly based on the customer’s profile (technical vs. non-technical)
• Cultural
• You are passionate about the customer experience and have deep customer empathy
• You proactively implement/execute new ideas when you see something can be improved or created
• You enjoy working with different functions both internally and externally as you can appreciate each role and bring different perspectives into your discussions
• You are passionate about technology and want to keep advancing your career in a technical role
• You have a good energy that contributes to a positive work environment and a great customer experience
• You are willing to work flexible working hours in order to support our US customer base

Preferred but not required:

• Graduated from coding boot camp or degree in Computer Science / Computer Engineering
• Supporting Intranet Software - Jive, Unily, Lumaps, Sharepoint, Confluence