Senior Technical Support Engineer

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

Work Timings:

• Weekly Rotational Shift between (Morning - 6:00 AM to 3:00 PM, Afternoon -  2:00 PM to 11:00 PM, Night - 10:00 PM to 6:00 AM)
• Standby on Weekends for 24 hours.

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 Insight 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:

• 5 to 9 years of experience working in a customer-facing environment.
• Extensive knowledge of Windows Server administrators & IIS
• Basic knowledge of MS SQL Server (the ability to write and modify basic queries)
• Cloud Technologies (AWS/Azure) and SAP (nice to have)
• ITIL – Good to have
• Good Knowledge of MS SQL Server

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.
• 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)

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.