Senior Support Engineer – Full-Time Job, Bucharest

Position Summary:

Aktana is looking a senior support engineer to join Aktana Global Support team. Customer Success is our #1 priority here at Aktana. We are seeking folks with exceptional technical knowledge and outstanding people skills. This role requires the ability to provide various levels of service in a fast moving and dynamic environment. This is an opportunity to build our support team, the process, and the way to make our customer success.

Essential Duties & Responsibilities

As a Support Engineer you should:

• Serve as the primary contact for the Aktana customer base. Triage, evaluate, and provide answers to customer questions and issues in a timely manner.
• Deliver high customer satisfaction – maintain customer satisfaction rating above 96%.
• Recommend to product development teams areas of improvement in performance and feature capabilities that will improve our customers’ successful use of our products and drive adoption.
• Understand and keep up-to-date on the latest product functionality, its dependencies, the underlying architecture and their operational impact.
• Monitor and manage application and back-end batch processes to ensure application uptime requirements and SLA compliance.
• Participation in weekly on-call rotation and weekend coverage for the production incident resolution team.
• Work with various cross-functional teams to understand the root cause of issues reported and suggest alternate options and workarounds where appropriate.
• Research and develop solutions for customer support cases using extensive product knowledge and troubleshooting techniques.
• Share and develop best practices with team members to enhance the quality and efficiency of customer support and contribute to the knowledge base.
• Author technical documents on common issues and solutions in order to build the knowledge base.
• Establish strong working relationships with Engineering, Services, Sales, Technical Operations, Product Management and other internal resources as appropriate.

The Aktana Global Support team will be staffed 24/7. Support professionals are required to cover early and late shifts, weekends, and holiday time period.

Required Experience & Skillset

We’re looking for a Senior Support Engineer with:

• Excellent analysis, troubleshooting, debugging, and problem-solving skills.
• Propensity for hard work and a willingness to perform different roles as required.
• Excellent oral & written communication skills.
• Displays leadership qualities and works well with others.
• Strong project management experience with a demonstrated ability to manage competing priorities.
• Efficient time management skills.
• Understanding of relational database management system (RDBMS) concepts.
• Experience with XML, Java, and SQL.
• Experience with SOAP-based APIs and web-based development.
• Experience with Enterprise Software and data-driven applications.
• Experience with CRM applications such as Salesforce.com and/or Veeva.
• Technical understanding of hardware, software, development and production support methodologies desired.

Minimum Requirements:

• BA/BS/MS (or equivalent) in Computer Science or related disciplines.
• A minimum of 2-5 years of proven success in enterprise application support and customer service.
• Hands-on experience with Software-As-A-Service (SAAS) based product offerings.

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