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Senior Support Engineer – Full-Time Job, Bucharest

Senior Support Engineer – Full-Time Job, Bucharest

  • Full-time
  • 16 March 2020
  • 1 position

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.

Senior Support Engineer - Full-Time Job, Bucharest

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 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.