Senior Technical Support Engineer - Escalations Team Responsys
THIS JOB HAS EXPIRED A job at Responsys is not only a fantastic career opportunity but an opportunity to be a part of something big!
Responsys is the leader in Interactive Online Marketing and recognized by Forrester as the market leader 6 years running. Responsys Interact Suite provides customers with a powerful, comprehensive set of integrated applications to design, define, execute, manage and refine Cross-Channel Lifecycle Marketing? campaigns across all key digital interactive channels including email, mobile, social and the web.
The Technical Support Engineer provides comprehensive telephone/e-mail technical and application support in a fast-paced 24x7 SaaS environment. The candidate must be able to work directly with customers in high-pressure situations; have strong analytic, organizational, time management, and communication skills; thrive in a team environment; and possess the willingness to do whatever it takes to achieve the highest level of customer satisfaction. The candidate will interact with cross-functional teams including Production Support and Engineering.
Provide tier 3 support escalation services for the supported customer base.
Work with Support to troubleshoot issues and liaise with Production Support and Engineering as necessary to resolve issues.
Maintain a detailed understanding of product architecture, technical components and application functionality.
Leverage your knowledge of the product to achieve subject matter expert status.
Ensure that the highest level of client satisfaction is achieved through prompt resolution of client issues.
Proven ability to mentor and display leadership and ownership of issues.
Set up and document troubleshooting procedures for new product features.
Responsible for creating knowledge base articles for both internal and customer facing solutions.
Provide on-going training to Support team members
This position also requires participation in the on-call rotation.
Bachelor's degree in information technology, computer science or a related field or equivalent experience.
5-7 years customer support experience for software applications.
2+ years with multi-tiered application support experience.
1+ year in senior/escalation role.
Strong written and verbal communication skills with experience communicating at all levels of client organizations.
Basic working knowledge of Linux/Unix.
Working knowledge of relational database management systems with the ability to write and debug SQL queries.
Strong SQL performance debugging skills preferred.
Experience in a SaaS environment is a plus.
Ability to function and thrive in a team environment with an appreciation of aggressive goals.
||900 Cherry Avenue |
San Bruno, CA 94066
THIS JOB HAS EXPIRED