Support Engineer
Job Summary
Job Description
As a Support Engineer, you will join the team providing solutions to customer technical issues related to the pricing and margin management application suite. Responsibilities include addressing customer inquiries, conducting root cause analyses, collaborating with the support team, guiding customers on environment configuration and product setup, cooperating with configuration engineers and engineering teams, reporting statuses to customers, and apprising management of critical issues. You will also need to have solid communication skills, independent thought, robust problem-solving abilities, and the capacity to stay structured despite a steady workload.
Must have:
- Experience in customer service, exceeding customer expectations.
- High-quality communication, handling inquiries promptly and effectively.
- Ability to troubleshoot and solve technical issues.
Good to have:
- Experience in enhancing technical documentation.
- Comfortable using CRM and project management tools.
- Fostering strong relationships with internal teams.
Perks:
- Professional growth and development opportunities.
- Flexible working hours.
- Recharge days.
- High-end laptop.
- Competitive pay and bonus.
- Vacation and sick leave.
- Paid volunteer time off.
- Wedding and newborn gift allowance.
- Paid maternity and paternity leave.
- Health Insurance.
- Group Term Insurance coverage.
- Group Personal Accident coverage.
- Provident fund contributions.
16 skills required
Job Details
We're a growing team, and as we scale, so does our need to focus on expanding our customer operation support team. You'll be joining a people-focused company, and as a Support Engineer, you will you will augment our team that provides solutions to customer technical issues related to our pricing and margin management application suite. This customer-facing role requires solid communication skills, independent thought, robust problem-solving abilities, and the capacity to stay structured despite a steady workload without evident project milestones.
The role offers an opportunity to deepen your expertise in the following technologies (only the major ones listed):
· SQL/T-SQL.
· MSSQL.
· Internet Information Services (IIS)
· XML, XSD/XSLT.
· Visual Studio.
· Windows/MacOS
THE OPPORTUNITY
- Time zone - US - 9 am MST start or EMEA - 9 am CET start
- Promptly addressing customers' inquiries, problem reports, and requests; conducting comprehensive and efficient root cause analyses leading to problem resolution.
- Collaborating with the Support team to diagnose, troubleshoot, and rectify customer issues.
- We offer guidance and help with environment configuration, product setup, upgrade paths, and available information resources (including documentation and knowledge base content creation).
- Cooperating with configuration engineers and engineering teams to address technical issues reported.
- Directing customers' IT resources to resolve support cases efficiently and effectively, preventing escalation or aggravation of existing problems.
- Routingly reporting statuses to customers upon request, including scheduled status calls; apprising management of critical issues, urgent client requests, and escalations.
- In addition to other duties as assigned.
THE SKILLSET
- 2-4 years of experience in support.
- Demonstrated ability to deliver exceptional customer service, consistently exceeding customer expectations by understanding their business needs and providing tailored solutions.
- Expertise in maintaining high-quality communication, ensuring customer inquiries are handled promptly and effectively. Skilled at conveying complex technical information to a non-technical audience.
- Ability to maintain composure and customer focus while troubleshooting and solving technical issues, fostering a positive support experience even during challenging interactions.
- Proven track record in improving customer satisfaction and loyalty by utilizing proactive support methods, including regular check-ins and feedback collection.
- Experience in developing and enhancing technical documentation, user guides, FAQs, and knowledge base articles to empower customers to resolve their own queries.
- Comfortable in using customer relationship management (CRM) tools such as Salesforce, as well as project management tools such as JIRA, Teams, and Slack for efficient workflow management.
- Adept at fostering strong relationships with internal teams, such as configuration engineers and engineering teams, to ensure a comprehensive solution is provided to the customers.
- Proven ability to handle high-pressure situations professionally, managing multiple issues and projects without compromising on quality.
- Skilled at identifying and reporting product improvement opportunities based on customer feedback and personal experience.
- Strong commitment to continuous learning and improvement, staying updated with new product features, industry trends, and best practices for customer support.
- Openness to learn about the pricing domain and comprehend our customers' business requirements.
- Familiarity with XML/XSD/XSL.
- Knowledge of SQL databases.
- Familiarity with MSSQL.
- Preferred knowledge of the Windows server (and IIS) and client platform (browser security concepts and technologies, Microsoft Excel formulas, web queries, pivot tables).
THE BENEFITS
- Professional growth and Development opportunities.
- Working within a team of friendly, skilled people where help is always within reach
- Flexible working hours
- 4 recharge days, where the entire company goes on a brief pause in all geographies for 1 day each quarter. This day can be spent in whatever way helps you recharge, to regain energy, and dive back into the next workday
- High-end laptop (Dell or Mac)
- Competitive pay and bonus
- 18 vacation days in a year in addition to 15 days Sick Leave/ Casual leave per calendar year.
- 16 hours of paid volunteer time off per year
- Wedding gift and newborn gift allowance for employees.
- 26 weeks of paid maternity leave and one week of paid paternity leave.
- Health Insurance of up to 7 lacs for self, spouse, 4 dependent children, and parents. 100% of the premium is paid by Vendavo and it covers the employee, spouse, children, and their parents.
- Group Term Insurance coverage up to three times of their Annual CTC . Dependents are not covered.
- Group Personal Accident coverage up to three times of Annual CTC. Dependents are not covered.
- Provident fund contributions
THE VENDAVO STORY
Vendavo partners with the world’s leading companies to accelerate growth and profitability, advance innovation, and build more prosperous communities. Our powerful, cloud-based, AI-powered pricing, selling, and prescribing solutions empower global manufacturers and distributors to manage, optimize, and digitize their end-to-end commercial processes. But we offer so much more than software. Our proven, repeatable process, and passionate, experienced people accelerate value and drive profitable, unrivaled business outcomes for our customers. We are passionate about helping our customers deliver the right products, at the right prices, at the right time, for the right people.
OUR SAAS PRODUCTS
Our B2B pricing and selling solutions include Vendavo Intelligent CPQ, Margin Bridge Analyzer, Profit Analyzer, Business Risk and Sales Alerts, Vendavo Sales Optimizer, Deal Price Optimizer, Vendavo Pricepoint, and Rebate & Channel Manager. You can learn more about our products here.
OUR FUNDING
We are backed by two of the top high-tech private equity firms in the world, have excellent financial health, and boast the top SaaS retention in our space.
OUR CULTURE & YOU
We collaborate with our customers unlike any others in our industry. Anchored in our values (Move with Integrity, Be Clear, Win as One, Slove for the Customer, Build What’s Next), we are growing, constantly innovating, and consistently driving sustainable outcomes for our clients and partners.
Unlocking opportunities for our customers would not be possible without our employees. When you are part of Vendavo, you’re part of a company that’s committed to your growth and invested in your career. Diversity, inclusion, and celebration of community are at our core, and we come together to learn from each other and honor our commitments.
OUR TEAM IS GROWING. YOU WILL TOO.
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