Technical Support Engineer Apptio
THIS JOB HAS EXPIRED Company Overview:
At Apptio we are focused on changing the world by making every IT organization that we work with into a more efficient and cost-effective service provider to the business. Apptio's Technology Business Management (TBM) SaaS platform provides revolutionary automation in transparency, planning and performance management required for IT to run like a business. From the founding of the company we set out to disrupt the existing enterprise software market by designing purpose-built, on-demand applications capable of managing the cost, quality and value of IT services.
Apptio is one of the fastest growing enterprise Software companies. Leading global enterprise organizations such as Bank of America, Boeing, Cisco, Facebook, JPMorgan Chase, Microsoft, St. Luke's Health System, and Swiss Re rely on Apptio to reduce costs and align IT with business priorities. Backed by some of the world's most prominent financial institutions including T. Rowe Price, Andreessen Horowitz, Greylock Partners, Madrona Ventures, Shasta Ventures, Apptio is building the next major enterprise software category. Come join our team!
We are seeking individuals with technology support and business consulting experience, to provide implementation and complex support services of our flagship SaaS solution. Reporting to the Manager of Customer Support, this individual will work closely with our customers and Customer Success Managers to provide break-fix support, operational maintenance, and premium support services. This position is an integral part of Apptio's long term relationship with its customers, and the efforts put forth by this individual will directly impact the long term success of the relationship. In order to succeed in this team, this individual must have the passion and energy to work in an entrepreneurial and fast paced environment.
-Support and maintain a portfolio of customers who have implemented the Apptio SaaS solution, resolving customer issues in a timely fashion.
-Operational management of Premium Support clients (e.g. loading new data, maintaining and validating dashboard/report outputs, etc--).
-Configure, test, & document dashboards, reports and underlying data models to meet functional design and specifications.
-Build and maintain excellent relationships with clients and achieve the highest level of customer satisfaction.
-Work as part of our extended support team in a startup atmosphere, doing whatever it takes to exceed customer expectations.
-Use your business and technical analysis skills and knowledge of IT environments to solve complex issues and promote best practices.
-Work closely with other analysts in the organization to leverage skill sets and deliverables. Provide end user training as needed.
-Work with the product management and development organizations to channel client feedback and solutions into future releases of the Apptio product suite.
-Collaborate with other departments in the company to achieve customer satisfaction.
-Strong analytical and problem solving skills.
-Strong to expert skills in data analysis/manipulation.
-Ability to quickly comprehend complex spreadsheets/data in order to streamline the underlying processes into the Apptio solution; versed in formulaic logic (e.g. Excel).
-Self-starter - able to come up to speed on complex, difficult concepts with minimal assistance.
-Ability to quickly context-switch between multiple complex work streams.
-Leverage domain knowledge and deep product skills to quickly gain understanding of the intent of a delivered solution.
-Instinctive ability to subdivide problems into basic components in order to efficiently pinpoint root cause of issues.
-Client-focused attitude - a customer advocate.
-Team player with solid communication and presentation skills.
-Competent with packaged application software implementation practices.
-High level knowledge of enterprise IT organizational, business, and technical environments.
-Attention to detail.
Business Domain Focus:
-Specific knowledge and application of IT services and financial management including budgeting cost allocations, capital & operating expense handling, program portfolio management, and application / infrastructure support.
-Operational knowledge of IT infrastructure domains including data centers, network / communications, server utilization, virtual environments, storage, and application development & maintenance.
Technical Domain Focus:
-Knowledge and application of relational database concepts.
-Skilled at working with large data sets in Excel, quickly detecting and resolving data-related issues.
-Skilled at completing technical design via iterative mockups.
-Basic programming skills, e.g. HTML, SQL.
Experience & Education:
-Over 5 years of technical support, system implementation or SI consulting experience.
-Alternate description - 5+ years of solid experience in a business or technical analyst role for medium to large scale business software implementation projects.
-4 year degree in engineering, computer science, MIS, finance or equivalent.
-Positions available at our headquarters in Bellevue, WA as well as our office in Cary, NC.
Apptio Inc. is not open to 3rd party solicitation or resumes for our posted FTE positions. Resumes received from 3rd party agencies that are unsolicited will be considered complimentary.
Apptio, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Apptio, Inc. complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.
||11100 NE 8th St Suite 600 |
Bellevue, WA 98004
|Employment Type:||Full Time|
|Functional Area:||Professional Services|
THIS JOB HAS EXPIRED