Senior Customer Support Engineer

Overview

Job Title: Senior Customer Support Engineer

Location: Alpharetta, GA

Aptean is changing. Our ERP solutions are transforming a huge range of global businesses, from food producers to manufacturers. In a world of generic enterprise software, we provide targeted solutions that bring together the very best technology and drive greater results. With over 3500 employees, 60 different products and a global client base, there’s no better time to advance your career at Aptean.

Are you ready for what’s next, now? We are! If being part of a dynamic, high growth organization excites you and you are eager to learn and grow, then this opportunity is for you! Our fast-paced environment and dynamic global Customer Support department is eager for a mover and shaker to step into this role and become an integral part of our team. 

About the role

The Senior Customer Support Engineer will primarily focus on Aptean's Enterprise Asset Management product lines.  The role will demonstrate strong product knowledge from both functional and technical perspectives by delivering solutions to our customers.  As a Senior Customer Support Engineer, you will collaborate with our Site Reliability & Engineering, Professional Services, and Development Teams to maintain overall customer satisfaction with Aptean.  Through clear and effective communication, the role will make our customers raving fans of Aptean products and services and help drive their digital transformation with Aptean. 

You will also:

• Provide functional and technical support to our customers. 
• Manage assigned cases and deliver timely updates to customers.
• Assist with the prioritization of product issues with the Development and Site Reliability & Engineering Teams.
• Maintain and improve group processes. Communicate process issues to the organization and contribute ideas for process improvements/innovations. Also provide leadership in the selection of appropriate tools, techniques and methodologies.
• Identify process/procedural inefficiencies and partner with other departments to improve performance.
• Help establish functional and technical best practices for analyzing information and applications.
• Performs other related duties as assigned.

About you

This role typically requires a Bachelor's degree in Business/Accounting, Management Information Systems, Operations Management, Computer Science, or related field with 5 years of progressive, hands-on experience in all aspects of software support or services.

Experience/Expectations:

• No Travel
• Strong client relationship skills (clear-concise communication, efficient and effective at problem-solving)
• Demonstrated ability to analyze and resolve technical product issues
• Strong competency and knowledge of Enterprise Asset Management functional and technical -related topics preferred
• Must be hands-on, able to multi-task, lead by example, results focused, customer service oriented, and committed to continuous improvement.
• Superior communications skills required (verbal and written).
• Self-motivated and resourceful.
• Strong experience in cloud-hosted environments
• Experience with .NET and Web-Based applications
• Experience with integrations, databases, analytics, and APIs
• Experience with the Manufacturing and Maintenance Industries
• Experience in high volume support case management
• Experience in SLA customer expectations
• Experience in cross-team collaboration

If you share our mindset, you can share in our success. To find out more about joining Aptean, get in touch today.

Learn from our differences. Celebrate our diversity. Grow and succeed together.

Aptean pledges to promote a company culture where diversity, equity and inclusion are central. We are committed to applying this principle as we interact with our customers, build our teams, cultivate our leaders and shape a company in which any employee can succeed, regardless of race, color, sex, national origin, sexuality and gender identity, religion, disability, age, status as a protected veteran or any other group status protected by law. Celebrating our diverse experiences, opinions and beliefs allows us to embrace what makes us unique and to use this as an asset in bringing innovative solutions to our customer base.

“At Aptean, our global and diverse employee base is our greatest asset. It is through embracing and understanding our differences that we are able to harness our individual power to maximize the success of our customers, our employees and our company.” – TVN Reddy