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Technical Support Engineer

Ursus

Posted on: 07 Mar 2024

Job Location: Lehi, US

Job Description:

JOB TITLE: Technical Support Engineer
LOCATION: Lehi, UT
PAY RANGE: $29 - $39/hr
DURATION: 5 months

COMPANY:
Our client a Fortune 500 Software Organization is seeking a Technical Support Engineer to bring onto the team.

Duties:

Direct responsibility over support of top accounts for Experience Platform.
Partner with the Engineering and Product Management and other Customer Engineering teams to prioritize and track the identification and resolution of complex customer issues.
Deliver exceptional technical service and support to eliminate, prevent, and workaround product issues.
Develop and execute software tests to identify software problems and their causes. Understand the customer's use cases, goals, objectives, architecture, and business requirements for Experience Platform.
Evaluate data structures and configurations for data integration and validation.
Document customer interactions in multiple case management systems.
Document product knowledge, both internal and customer-facing.

Skills:
Proven Ability to Triage Complex Issues and Drive To Resolution

Thinks "out of the box " to creatively resolve advanced development problems(for instance, code changes or optimization in product or customization/extension). Collaborating with Product and Engineering ensuring Customer Success. Able to prioritize Job Requirements and work closely with customer ensuring "Customer Satisfaction "

Strong Technical Knowledge of Web and Data Platform Technologies

HTML, CSS, JavaScript, API Workflows, Python and/or other languages, Database architecture and SQL; ETL and Data Transformation; Enterprise/SaaS solutions and Cloud Technology.

Excellent Communication Skills - both Written & Verbal

Ability to explain complex issues and resolutions to both technical and business audiences in a clear manner. Good communication over the phone and in chat environments (like Slack). Concise and professional written communication for technical updates.

Passionate About New Technologies

Studying new technologies, working on side projects out of pure curiosity, and a natural hunger to understand how something works is a key to succeeding in Platform Support.

Knack for Troubleshooting

Comfortable tackling complex and vague problems by ruling out issues, and tapping into all resources available, especially for recreating the issue however possible. Establishing one's own test environment is a strong indicator for success in this area.

Education:

Bachelor's degree in Computer Science, Computer Engineering, Information Technology or related field and/or three (3) years of experience in a Computer Systems Analyst position with knowledge of APIs; Databases and SQL; Cloud Technology; ETL and Data Transformation; and SaaS solutions. Experience with Adobe Real Time CDP (RTCDP)/ Adobe Experience Platform (AEP) is a huge plus.

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