Job Description
The Customer Support Engineer will be responsible for troubleshooting and resolving software inquiries from customers across multiple products. This position requires someone that operates with a high sense of urgency, has strong communication skills and an understanding of technology, and can manage client relationships. The CSE role must be professional, solution-oriented, and driven to uncover the root cause of the problem. Must be able to quickly analyze the situation, identify the solution, and make clear and informed recommendations. You must be able to demonstrate superb communication, organization, and time management skills, and be able to effectively handle several diverse and complex problems at the same time.
Required Skills & Experience
* Troubleshoot and monitor support tickets that have been submitted and communicate with clients when their support ticket has been resolved.
* Solve basic to mid-level technical issues ranging from general software questions to advanced API or 3rd party integrations.
* Respond to all new messages in the help center (powered by Salesforce) and answer incoming support tickets in a timely fashion.
* Help create new knowledge center articles & tutorials with screenshots to assist the client.
* Serve as a day-to-day contact for clients, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting a playbook for success.
* Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time. Required Skills and Qualifications
* Strong verbal and written communication skills, strategic planning, and project management skills
* Analytical and process-oriented mindset
* Troubleshooting skills to analyze, translate and resolve software inquires
* Experienced in Manufacturing, Distribution and Quality technologies
Nice to Have Skills & Experience
· Experience with Linux
· Experience with Windows
· Experience with VMWare
· Experience with troubleshooting TCP/IP network problems
Knowledge of shell scripting/ SQL/ Python
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.