Senior Software Support Engineer - ETL

  • Raleigh, NC, USA
  • Employees can work remotely
  • Full-time

Company Description

insightsoftware is a growing, dynamic computer 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!

Job Description

As a Senior Software Support Engineer - ETL at insightsoftware, you are the first line of support for our growing customer base and users of our software. You will be responsible for providing a superior level of support for our customers, working to troubleshoot, document, and resolve technical issues and partnering cross-functionally with our client services, development teams and cloud operations to ensure quality service. If you are driven, results-oriented, love solving problems, customer-focused, and are passionate about technology, then you are a fit for the Senior Software Support Engineer- ETL position at our company. 

What will you do?  

  • Help manage and support Snaplogic (applications third party ETL tool)
  • Work with a cloud-based Enterprise Performance Management application Tidemark - A work class Financial Budgeting and Forecast software
  • Identify, analyze, and document product bugs and fixes relating to financial reporting, databases, application servers, and new technologies for product management and engineering teams 
  • Manage large amounts of incoming calls, emails, and chats regarding financial software support 
  • Interact with customers, partners, and software developers to provide advice and assistance and achieve customer satisfaction 
  • Meet personal and team call handling quotas 
  • Prioritize and resolve issues of the highest technical and business severity 
  • Handle customer complaints and provide appropriate solutions and alternatives within time limits; follow up to ensure resolution including identifying workarounds and communicating those to customers 
  • Keep accurate records of customer interactions by documenting them in Salesforce.com 
  • Maintain a working knowledge of all company products and technologies 

How will you do it? 

  • Problem Solving – Possess strong critical thinking and problem-solving capabilities 
  • Team Work – Communicate effectively and operate in a team environment
  • Customer Orientation – Dedicated to providing a high level of customer service 
  • Empathy – Understand the impact of customer issues 
  • Attention to Detail – Work carefully and quickly to resolve issues with little room for error 
  • Flexibility – Operate in a fast-paced environment

Qualifications

  • Fluent English Speaker 
  • Bachelor’s degree in related discipline, Finance and Management Information System, Business Analyst combined with technical courses. 
  • 3 years background as a business analyst with advancing knowledge of supporting and managing database concepts, or solid 3 years of EPM support
  • Understanding of database architecture concepts and how to navigate data lineage
  • You have at least 3 years background with ETL tools, Snaplogic or other ETL tools
  • SQL language proficiency - prefer postgres
  • You have demonstrated independent problem solving skills and the ability to develop solutions to complex analytical/data-driven problems
  • Ability to make sense of something complex  
  • Professional, courteous, and committed to providing amazing customer support  
  • Open-minded, positive, and keen to learn  
  • Great attitude, team player  
  • Willing to work flexible hours  ( If West Coast you can have set hours)

Preferred qualifications:  

  • Knowledge of python, json and other scripting languages
  • Rest API's
  • Prior experience in a technical support role within a financial environment   
  • Experience using Salesforce.com and WebEx 

Additional Information

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

West Coast hours preferred but will accept other US regions on a rotating shift schedule.  Support Hours in the US are 6am Eastern to 5pm Pacific.  Rotating pager duty amongst 4 team members.

** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the stated work location. **