February 4, 2019

Senior Technical Support Engineer Customer Support

Job Description

Our client partner with our employees to provide an exciting work environment that everyone has an opportunity to shape. We value team players who are self-directed and want to influence the next wave in SaaS technology and Service innovation.


  • Be a subject matter expert in our client’s technology and apply it to our client's customers’ business processes;
  • Provide business and technical solutions to help customers optimize use of solution;
  • Communicate clearly and precisely with customers in written and verbal form, and maintain accurate and timely records in their case tracking system;
  • Maintain ownership of cases until resolution, drive other teams as needed and set customer expectations;
  • Perform problem characterization, reproduction, diagnosis, and root cause analysis;
  • Work with Services and Engineering personnel to resolve product issues or escalating as necessary;
  • Configure customer systems to meet requirements;
  • Author Knowledge Base Articles / Technical Notes;
  • File enhancement requests and work with product management to translate business needs to product requirements;
  • Meet individual case management, SLA, and C-Sat goals;

Required Skills / Experience

  • BS Computer Science or equivalent degree;
  • At least 2 years of progressive experience diagnosing and resolving problems in complex software environment;
  • Experience providing direct support to external customers by phone, electronically, and face-to-face;
  • Demonstrated experience supporting enterprise software solutions;
  • Excellent organizational skills -ability to prioritize, manage, multi-task and execute projects cross-functionally;
  • Superior communications skills (presentation, written, and verbal) and ability;

To interact effectively with all levels of professional staff. Ability to explain complex concepts simply.

  • Excellent problem-solving skills and ability to navigate challenging situations in a professional manner;
  • Demonstrated experience in one or more of the following additional areas a plus: Database technology (SQL); Web technology (HTML, JavaScript, CSS, XML, PHP);
  • Experience of support ticketing systems such as JIRA and familiarity with SaaS solutions is a plus;
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dublin 2
Career Level
Job Type
Job Last Updated
February 11, 2019


Jason McLoughlin
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