Offer summary

Qualifications:

At least 3 years of experience in a technical support role., Proficiency in SQL, shell scripting, and XML., Strong problem-solving and troubleshooting skills., Bachelor's or Master's degree in Computer Science or equivalent experience..

Key responsibilities:

Understand customer-deployed products and their core functions.

Handle escalated customer issues, troubleshooting complex product problems.

Communicate with support teams to gather analysis and investigation materials.

Identify root causes, work with product teams on resolutions, and implement fixes.

Job description

Responsibilities

Gain a comprehensive understanding of customer-deployed products, including their core operational functionality
Handle customer escalations from customer support to investigate and troubleshoot challenging product issues such as product interoperability with the customer operations
Communicate effectively with customer support to ensure that the proper analysis and investigation materials for the escalated issue are diligently compiled
Isolate issues and work with product teams on root cause analysis and resolution
Identify viable workarounds, if applicable, for high-priority issues affecting customer service
Identify root causes and implement urgent fixes for field-impacting product issues

Qualifications:

3+ years of experience in a similar role
Solid SQL, shell scripting, and XML skills
Solid business analysis, database, and OS skills with good documentation skills
Ability to read, troubleshoot and debug code
Demonstrable technical problem-solving and troubleshooting skills
Windows technology skills helpful but not required
BS or MS in Computer Science or equivalent work experience

Additional notes

5+ years of experience in a similar support role
Demonstrable analytical and technical problem-solving and troubleshooting skills
2+ years of experience with SQL Server and Oracle within a Windows server environment on enterprise level applications
Working knowledge of designing, writing, and debugging SQL statements a MUST
Excellent understanding of database table structures
Command of the English language – verbal and written communication
Ability to prioritize and manage time efficiently
Notice problems from a systemic perspective

Recognizes when action needs to be taken and does so without direction knowledge of other billing platforms a plus

Required profile