Offer summary

Qualifications:

At least 3 years of technical support experience with complex troubleshooting skills., Experience with service management frameworks; ITIL 4 Foundation certification is a plus., Working knowledge of SSO configuration, HTML/CSS parsing, and REST or GraphQL APIs integration., Excellent written and verbal communication skills for diverse audiences..

Key responsibilities:

Provide remote technical support to partners and customers across various environments.

Troubleshoot and resolve complex issues related to the Xurrent platform.

Create and maintain knowledge articles to improve internal support resources.

Collaborate with Customer Success and Development teams to address high-priority issues.

Job description

Join Xurrent, a dynamic and innovative company that is reshaping the landscape of IT Service Management (ITSM). At Xurrent, we believe in the power of transformation, not just in the solutions we provide to our clients, but also in the careers of our team members. As a leader in the industry, we are on a mission to attract the best talent, those who are driven by curiosity, innovation, and a passion for making a real impact. Our platform is revolutionizing the way organizations manage their service relationships, and we are looking for dedicated individuals who are ready to join us in this journey of transformation.

If you're eager to be part of a forward-thinking company that thrives on community, engaging work, and grit, Xurrent is the place for you. We don't just offer jobs; we offer transformative career experiences. Our culture is built on empowerment, and we provide the resources and support needed for our team members to excel, innovate, and drive change. Join us at Xurrent and be part of a team that is shaping the future of ITSM while propelling your own career to new heights.

Overview

As a Support Engineer at Xurrent, you will be instrumental in delivering technical expertise to our partners and customers throughout implementation projects and ongoing platform usage. Your role will involve diagnosing and resolving complex technical issues, contributing to internal knowledge sharing, and ensuring seamless operation of the Xurrent platform. You’ll work closely with cross-functional teams, including Customer Success and Development, to drive customer satisfaction and platform reliability.

Responsibilities

Technical Support

Provide remote support to Xurrent partners and customers across all environments (AU, CH, EU, UK, US).
Troubleshoot and resolve complex issues related to the Xurrent platform.
Identify reproduction paths for bugs, document findings, and collaborate with the Development team to resolve issues.
Test bug fixes and new features before deployment to QA and Production environments.

Knowledge Management

Create and maintain knowledge articles to address recurring customer issues and improve internal support resources.
Continuously update existing articles to reflect new solutions and best practices.

Customer Engagement

Respond to advanced Xurrent-related requests, particularly those related to automation, integrations, and platform functionality.
Partner with Customer Success and Development to resolve high-priority or escalated issues.

Collaboration and Learning

Work closely with the Xurrent Manager, Support Engineering and other internal teams to prioritize and resolve customer incidents.
Stay informed about platform updates, new features, and best practices

Requirements:

At least 3 years of technical support experience, with expertise in troubleshooting complex technical issues.
Experience with service management frameworks; ITIL 4 Foundation certification is a plus (or must be completed within 12 months).
Working knowledge of SSO configuration, HTML/CSS parsing, and integrating systems using REST or GraphQL APIs.

Strong technical troubleshooting skills and the ability to resolve issues independently.
Excellent written and verbal communication skills, including the ability to explain technical concepts to diverse audiences.

Proven ability to collaborate across departments and with external stakeholders.

Statement of Equal Opportunity

Xurrent is an equal opportunity employer. We’re committed to creating an inclusive environment for all our employees, where different backgrounds and perspectives are valued and encouraged - regardless of race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation or on the basis of any protected group status under any applicable law.

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