We are seeking a technical Support Engineer to join our Business Applications Support Team at our Fremont Office. The ideal candidate should have 5 to 7 years of experience as a Tier 1 & Tier 2 Technical Support Engineer, and preferably have a passion for supporting quality product. Responsible for providing user support for our Business Applications. Relies on experience and judgment as well as pre-established procedure and instructions to identify, research and resolve technical problems presented through Tier 1 & 2 tickets. Documents, tracks and monitors the problem to ensure a timely resolution. This position works closely with our users, Support Lead, CRM Manager and Product Management. We want someone who is opinionated, a strong team player, and will advocate for our users!
Candidates should expect to be involved in product development and providing input on new features. Interpersonal skills are essential as interaction and cooperation with other teams will be part of your day-to-day. Most importantly, you must demonstrate a passion for your profession!
Meltwater offers you:
A highly challenging and open-ended job
A chance to test your skills to the max
Possibility to define and influence the type of projects
Interaction with talented colleagues from across the globe
Skills & Requirements
Bachelor’s Degree in Computer Science, Mathematics, other related technical field, and/or equivalent 5+ years experiences.
Have strong verbal and written interpersonal and communication skills.
Experience working with onshore and offshore team
Ability to demonstrate strong problem solving and analytical skills.
Possesses strong customer relation skills
Ability to handle multiple priorities.
Perform in an effective and timely manner all the tasks required.
Must be a team player in sharing information, helping resolve issues from other team members and volunteering to help others when necessary
Ability to focus on and resolve multiple support issues – ensuring the ability to deliver successful issue resolutions - repeatedly on time
Exhibit above average reasoning ability by clearly defining problems, analyzing data, establishing facts and drawing valid conclusions.
Represent the CRM & Sales Application team in a professional manner, especially when providing support.
Understanding of CRM & Sales Applications
Experience with variety of integrations (Workday, Netsuite, Zendesk, SSO, Marketo, Boomi, etc.) is a plus
Provide support to global users as needed.
Responsible for reproducing and confirming product defects and reporting such defects to Support Lead and Product Management for future consideration.
Responsible for escalating Tier 3 and technical issues to Support Lead.
Maintaining required product environments for the Business Applications Team.
Create technical document to serve as a job aid and expand the knowledge base for handling support issues.
Ensure customer and partner inquiries are responded to within established timeframes and customer care and technical support service levels are achieved.
Managing and prioritize tickets queue for Support Engineers.
Investigation, follow-up, and timely response to product quality issues and information requests related to concerns, and/or complaints.
About the company
Meltwater builds digital intelligence and marketing solutions for a global client base. All of our solutions are fully web-based, offered as a service, and based on a modern technology stack. This is your opportunity to be part of a small agile team within a big multinational organization!