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Technical Support Engineer - Remote - technical support - job...

City: San francisco bay area
Date: 03 Mar 2020
Category: Technical Support

Come Thrive with Agiloft

Are you an experienced technical support engineer who is successful, motivated, smart, energetic, and looking for a rewarding position in a growing, profitable and dynamic company?

Agiloft is looking for support engineers that thrive working with large enterprises in multiple industries, with unique business challenges requiring sophisticated solution design.

Why Join Agiloft?

Agiloft is a leader in Contract Lifecycle Management, one of the fasting growing areas of enterprise sales, with a TAM projected to climb from $2B to $7B in the next 5 years.

The Agiloft Contract and Commerce Lifecycle Platform has won over a dozen awards, including the Editor's Choice award from PC Mag, for the past four years in a row.

Agiloft has a highly differentiated value proposition which is uniquely appealing to enterprise: pre-built applications with a deeply configurable, no-code platform for integrated BPM throughout an organization.

Agiloft is pioneering the applied use of Artificial Intelligence to enable next-generation business commerce at organizations ranging from small enterprises to U.S. government agencies and Fortune 100 companies.

We guarantee our customer’s success, and you too will be successful with Agiloft.

As the leader in the CCLM market, Agiloft is winning many Enterprise deals and looking to hire the best talent to meet this demand with a competitive compensation plan that rewards over achievement.

Position Overview

You will be a part of our Technical Customer Support team, responsible for handling technical customer support for our product by phone, web, and email and working with developers and the team managing our infrastructure to resolve critical issues for customers in a timely manner.

In addition, once experienced on our product, you will be engaged in designing and implementing the software solution to meet the business needs of clients that range from industry giants such as Chevron and NEC to tiny startups. Each customer needs something different, and we are hiring support analysts who will find creative solutions for these requirements.

This requires a deep understanding of the software and the ability to see issues from the customer's perspective. The breakthrough we made at Agiloft is that the software can be configured to meet all these different needs without writing a line of code. Everything is done through a wizard-based customization interface using a standard browser.

The ideal candidate has a strong analytical and logical mind, a technical background, good judgment, people skills, and excellent attention to detail in this position.

The ideal candidate has 3-4 years of experience in a technical support role.

This position will work daytime hours.

Job Responsibilities

Be an available resource to investigation cases/alerts/tasks that require a deeper level of technical investigation

Use higher level of technical acumen and access to help identify the root cause/technical issues that cause specific issues that the team otherwise may not have insight into

Use higher level of privileges (where applicable) to understand the root cause of issues that we otherwise would be unable to identify the cause of

Act as a higher level technical subject matter expert on different parts of the product:

Software Subject Matter Expert

Expert on the software side of the product including check logs/understanding code issues/investigating the root causes of bugs

Environmental Subject Matter Expert

Expert on the hardware side of the product and understanding how servers are configured

Attend calls with customers when needed to resolve higher-level issues

Assist in documenting information about the topics you are a Subject Matter Expert on to allow the rest of the Technical Support team to better investigate issues of that nature

Required Qualifications

5 years of experience in a technical support role.

4 year college degree preferred.

2 years experience with enterprise Java preferred

1 year experience with Linux server background Preferred

Virtual Machine management experience a plus

Intelligence, creativity, familiarity with web-based technologies, and the ability to rapidly learn a complex and wide-ranging program.

Experience with database concepts, web-based technologies, and operating systems.

Excellent trouble-shooting and analytical skills, desire to solve problems and make things work.

Good judgment, capacity to independently evaluate situations and identify the optimum course of action.

Excellent written and verbal English communication skills.

Ability to interact politely with the occasional difficult customer.

Ability to manage multiple tasks and set appropriate priorities.

Programming or IT/Sys Admin experience a plus.

Benefits and Perks

Competitive salary

Health and dental insurance

401k plan with company match

Equity in a profitable and fast-growing cloud software company

Referral bonuses

Professional development and career growth opportunities

Awesome team members

Interested? Apply now!

For a full list of open positions and to submit your application, go to our website
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