Technical Support Engineer

insightsoftware is a growing, dynamic software company that helps businesses achieve greater levels of financial intelligence across their organization with our world-class financial reporting solutions. At insightsoftware, you will learn and grow in a fast-paced, supportive environment that will take your career to the next level. We are looking for future insighters who can demonstrate teamwork, results orientation, a growth mindset, disciplined execution, and a winning attitude to join our growing team!

Responsibilities: 

• Provide resolutions and/or workaround advice in response to customer queries as appropriate.
• Contribute directly and secure and coordinate any additional resources required to deliver appropriate resolutions.
• Respond positively to all customer queries.
• Reproduce reported problems for diagnosis/further analysis, passing acknowledged product errors to the software development team for fixing, and details of the replication to the test team.
• Assist Development and Product Verification in confirming and diagnosing escalated issues.
• Track support calls through to closure and is prepared to justify actions taken.
• Contribute to, and share in, the learning of the team.
• Part of a professional, customer-facing team who works with users and administrators of Magnitude software products, product developers, testers consultants, pre-sales, and sales consultants.
• Provide first-class customer service to external and internal users.
• Ensure that service levels are met for each assigned incident.
• Determine the urgency of users’ issues and potential effects they may have.

The range of technical skills that are required to support the interaction between Hubble and clients include:

• General knowledge of common database systems (DB2, SQL Server, and Oracle)
• Intermediate level SQL query writing
• General knowledge of ETL processes
• General understanding of accounting principles or processes
• Establish and maintain working relationships with internal teams, including product management, engineers, and support staff
• Enthusiastic about troubleshooting technical issues and finding the best solutions
• At least 3 years of experience in Support function dealing with clients directly
• Strong communication skills and the ability to interface both with technical and non-technical individuals
• Work in the US Eastern Time Zone 830am to 500pm EST, Central Standard Time would be accepted as well
• Flexibility to work in an on-call model for holiday and weekend coverage
• Reporting and tracking incidents in Salesforce and JIRA
• Improving efficiencies by documenting known issues and adding them to our knowledge base
• Ability to hold client meetings to troubleshoot issues in some instances.
• Manage and drive competing requests across simultaneous client engagements
• Provide clear and constructive product feedback to product management based on customer requirements

NICE TO HAVES:

• Knowledge of JDE or EBS ERP systems
• Hubble experience
• Understanding of Linux OS and command line
• Basic networking skills, to include operating systems

EDUCATION and/or EXPERIENCE

• 3 - 5 years of relevant work experience preferred
• Bachelor’s degree in Computer Science, Accounting, Data Management or other relevant field of study preferred
• Excellent written, verbal, and presentation skills appropriate to both technical and management clients, including effective interaction with senior executive to C-level personnel
• Strong organizational skills with an ability to manage competing client demands, multiple priorities, commitments and projects.
• Strong analytical skills regarding technical and project management issues
• Ability to troubleshoot technical issues to determine an appropriate path to resolution.

Personal Requirements:

• Excellent Oral and written English communication skills
• Strong and structured analytical skills, Good problem-solving skills.
• Willingness to own problems and see them through to completion.
• Able to balance between customer empathy and constraints of supporting a commercial product.
• Involvement in on-call and/or shift work, as necessary.
• Desire to continually improve technical and problem resolution skills and strive for excellence.
• Team player with an ability to work under pressure.
• Ability to see the bigger picture, not just the issue as presented.
• Remaining objective in all dealings with customers.
• A positive attitude towards solving customer problems.
• Ability to accurately prioritize tasks and accomplish them in a timely fashion.
• A passion for customer success and technology
• Attention to detail

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

** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the country where the position is located. **

insightsoftware About Us: Hear From Our Team - InsightSoftware (wistia.com)