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Technical Support Engineer
hace 2 semanas
**Do you have a good working knowledge of SQL? Do you like helping people solve their problems? Do you like working in an environment where you can use your software skills on an industry leading SaaS product?**
**If so, we would like to speak with you**
E2open is the connected supply chain software platform that enables the world's largest companies to transform the way they make, move, and sell goods and services. With the broadest cloud-native global platform purpose-built for modern supply chains, e2open connects more than 400,000 manufacturing, logistics, channel, and distribution partners as one multi-enterprise network tracking over 12 billion transactions annually. Our SaaS platform anticipates disruptions and opportunities to help companies improve efficiency, reduce waste, and operate sustainably.
**Position Overview**
The Technical Support Engineer is a member of e2open's customer support team responsible for providing support to a diverse global customer base. Working directly with customers this role is the primary point of contact for a wide variety of customer inquiries related to our products and services. Primary activities include issue diagnosis, troubleshooting, and incident management. The Technical Support Engineer will use strong problem-solving skills combined with excellent communication and customer focus to maintain high levels of customer satisfaction.
**Responsibilities**
- Research, diagnose, and respond to client inquiries in an expeditious, through and professional manner. Ensure KPIs are met consistently to achieve customer experience excellence.
- Effectively interact with customers of all ability levels to understand the customer request and rapidly assess severity level
- Ensure critical customer issues are addressed quickly and effectively by collaborating with Product Development, Professional Services, Cloud Operations, and Quality Assurance in a global environment.
- Be able to work independently and with cross functional teams to troubleshoot and resolve complex problems.
- Be proactive in identifying preventative measures and early warning mechanisms to reduce customer issues/escalations.
- Document all customer interactions in an internal case management system including a clear root cause and implemented solution.
- Build, maintain, and utilize support procedures and knowledgebase articles.
- Flexibility to participate in required shift work and/or off hours coverage for different time zones, including evening and weekend support for Severity 1 issues.
- Participate in on-call rotations as assigned
- Other tasks and activities as assigned
**Qualifications and Experiences**
- 2-5 years of working experience is preferred.
- Excellent written and verbal communication skills, including ability to speak and write fluently in English.
- Good time management and organizational skills.
- High attention to detail and technical problem-solving/troubleshooting skills.
- Ability to work well both in a team environment and independently under mínimal supervision.
- Comfortable working under deadlines and managing multiple priority customer cases.
Technical skills:
- Strong working knowledge of Microsoft Office.
- Good knowledge of SQL, Microsoft SQL Server or Oracle is a must with working knowledge of Transact-SQL (T-SQL, Microsoft SQL) query knowledge.
- Basic familiarity with software engineering. Ability to read programming code and familiarity with programming concepts a plus.
Preferred but not required:
- Basic understanding of ITIL, incident and problem management.
- Knowledge of SOAP messaging and/or JSON and XML.
- Functional and business process knowledge of the Logistics and Supply Chain industry, as well as experience with logistics, transportation, and shipping software.
- E2open participates in the E-verify program in certain locations, as required by law._
