Technical Support Engineer

Job Title: Technical Support Engineer

Job Purpose: What does a great Technical Support Engineer do?

The Technical Support Engineer (TSE) is responsible for proactively managing the technical support relationship between clients and the internal Exegy teams for the Exegy suite of products. The TSE is part relationship manager, customer advocate, part technical support engineer, technical subject matter expert, and part project manager for a defined group of post sales customer accounts.

The TSE has four overlapping functions:

• Account Management as pertains to production technical support relationship
• Incident and general issue management including hands on technical support activities where appropriate
• Overall client support case management using lightweight Project Management methodologies and various reporting tools
• Responsible for establishing relationships and becoming a trusted advisor and “Go-to” person for standard/complex methodologies and advice

As a Technical Support Engineer, you can look forward to:

• Proactively own and manage service delivery for multiple high-visibility and high-touch customer relationships
• Understand short and long-term customer goals and objectives as they relate to Exegy
• Drive issue resolution using standard process/procedures in coordination with supporting resources
• Provide single point of contact for customer support issues
• Regularly communicate with assigned accounts, set expectations, and negotiate priorities appropriately
• Develop highly effective relationships across all internal Exegy departments. Establish and document each customer's processes, procedures, customizations, and configuration
• Proactively manage, measure and track customer support cases to insure their timely resolution
• Provide timely status updates, root-cause analysis, and resolution strategies
• Recognize and resolve systemic issues to prevent them from repeating
• Document, track, and support compliance with Service Level Agreements
• Ensure support case data is accurate and regularly updated (statuses, owners, other data elements)
• Regularly meet with the customer Account Executive, Account Manager and other key client relationship stakeholders to triangulate on immediate and long-term customer needs
• Performs duties as part of a scheduled on-call rotation in response to client incidents off hours (evenings, nights, weekends and holidays)
• Responds to occasional requests for additional off-hour work in the event of an emergency client incident or critical business need

Basic Qualifications for Consideration:

• Bachelor’s Degree in Computer Science or related field is preferred though extensive, relevant career experience will be considered favorably.
• The successful candidate will have 4 years’ experience in progressively responsible roles relating to customer support, ideally in the field of Enterprise Software Applications.
• Core competencies of a successful TSE are excellent communication skills, a methodical, project management approach to work organization and prioritization, strong customer service skills and a strong technical aptitude.
• Experience in case management and reporting using one or more CRM system(s) (ServiceNow, JIRA etc.)
• Proven ability to write concise business communications
• Linux command line familiarity

Preferred Skills, Experience, and Education:

• Sound decision making and critical thinking skills
• Expert organization and prioritization skills
• Familiarity with Market Data
• Familiarity with Financial Services vertical
• Excellent adaptable written and verbal skills, adaptable to variable audiences
• Understand, prioritize, and drive resolution of issues through hands-on involvement and highly effective communication between responsible parties at the client site and Exegy