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!

Work Timings: EMEA/EST Shift

As a Level 2 Technical Support Engineer 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, cloud and development teams 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 Technical Support Engineer position at our company.

Responsibilities: 

• Manage large amounts of incoming emails regarding software support
• Interact with customers, partners, and internal teams to provide advice and assistance and achieve customer satisfaction
• Logically deduce root cause and find workarounds and solutions to issues
• Identify, analyze, and document product bugs and fixes relating to the Product functionality, databases, application servers, and new technologies for product management and engineering teams
• Complete or assist with customer product installs as needed
• Meet personal Productivity, Efficiency, and Quality metrics
• 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
• Communicate with Product Management and Development Teams in JIRA

Technical Requirements:

• Previous technical support experience.
• High proficiency in Microsoft Word, Excel, and PowerPoint
• Ability to understand and troubleshoot complex systems
• Ability to extract meaningful information from Customer communications to understand customer intent and identify the customer’s technical issue.
• Basic Networking knowledge (TCP/IP, DNS, SSL etc.)
• Understanding of Windows client and server environments

 Nice to have:

• Previous experience working with Salesforce.
• Previous experience working with JIRA.
• Basic technical SQL knowledge.
• Basic Oracle and/or SAP knowledge.
• Experience with software installations, network operations, and software support
• Knowledge of SQL Server (i.e. able to do admin tasks such as backup/restore, understanding SQL/triggers/stored procedures etc.).
• Understanding and experience with Microsoft IIS.
• Understanding and experience with SQL Server Analysis Services
• Windows general troubleshooting – understanding Event Viewer logs, Windows Installer errors and logs, using the Registry Editor etc.
• C# programming knowledge 

Communication skills:  

• Ability to communicate correctly and clearly with both internal team members and external customers.
• Native or equivalent English proficiency
• Excellent written communication skills.

Valued Traits:  

• Highly motivated and driven to perform at the highest level.
• Natural curiosity and willingness to learn and understand issues
• Shows pride in producing quality deliverables.
• Always being punctual and professional internally and with customers.

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)

Background checks are required for employment with insightsoftware, where permitted by country, state/province.

At insightsoftware, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.