Senior Technical Support Engineer
- Full-time
Company Description
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!
Job Description
Shift Timings - US Shift (5.30 pm – 2.30 am IST) for 3 months, 2 – 11 pm IST for 1 month (Rotational)
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.
Qualifications
Technical Requirements:
- Minimum 2 years of experience
- Experience in debugging using Visual Studio /Eclipse
- Experience in software development (C++ and/or Java)
- Degree in Computer Science or equivalent discipline, or comparable industry experience
- Relational database experience, basic SQL knowledge (read/write)
- Linux experience, comfortable using the terminal and configuration files
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
Additional Information
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)