Technical Support Engineer Clarabridge
THIS JOB HAS EXPIRED The Support Team is a part of Clarabridge Operations which is responsible for the smooth functioning of all Clarabridge infrastructure and ensuring that all customer SLAs are met. Clarabridge Operations also oversees the IT and Maintenance teams at Clarabridge. The Technical Support Analyst will provide technical support to our hosted and on-premise customers and work closely with multiple departments within the company.
Tier 1 and Tier 2 Support
Responsible for providing tier 1 and 2 technical product support to Clarabridge customers, business partners, consultants, engineers and sales
Ability to troubleshoot complex issues. Items to be resolved require a broad range of troubleshooting skills related to: software functionality, database management, data analysis, operating system configuration and performance tuning
Monitor production infrastructure and processes running on an incremental basis.
Provide excellent client communications, responsive follow through on all issues and actions, and to act as an advocate for client issues within internal departments
Collaborate extensively with peers, including Sales, Engineers and Consultants to resolve client issues while actively contributing to a growing Knowledge Base that improves the effectiveness of our team and the information available to our clients
Act as the voice of the customer and represent them to Product Management, Engineering, Sales and Executive Management to ensure they fully understand the customer?s needs and that products and services are being developed to meet those needs
Assist in Quality Assurance reviews of solutions prior to customer delivery as time permits
Assist with the creation and review of training materials and product documentation (both internal and external) as they are identified
Ability to work a rotating schedule that can vary to accommodate our customers? needs
Maintenance (Portal Development)
Become the primary developer and tier 3 support resource for a small web application used as the entry point to our SaaS offering
Work extensively on enhancements to the existing web application including but not limited to making changes in the web application to remain consistent with Clarabridge?s product releases
Keep web application up-to-date with respect to Clarabridge?s security protocols.
Ability to work with, support and program APIs
Bachelor?s in Computer Science or related technical area
Working Knowledge of databases, including installation, configuration, troubleshooting, administration, maintenance and tuning. Primarily with MS SQL. We also use Oracle, Postgres and MySQL.
Strong communication skills (verbal, written, and interpersonal)
Demonstrated ability to research and resolve problems using a variety of resources and tools a must
Experience with using Web Services
Nice to Have:
Experience/familiarity with Business Intelligence tools such as Microstrategy, Cognos, and/or Business Objects a plus
Experience with Windows Server administration a plus
Experience with Hadoop a plus
Clarabridge's sentiment and text analytics software enables companies to achieve a universal view of their customer feedback by transforming text-based customer feedback into valuable insight. When analysis includes as many listening posts as possible, companies gain a more universal view of the customer with qualitative analytics that can be utilized across the spectrum of departments in your organization.
With years of development invested in the Clarabridge sentiment and text analytics technology, we're the only company today with the qualifications to support enterprise-scale customer feedback initiatives. Clarabridge was founded with the simple premise of enabling companies to drive business value by looking at the customer holistically; pinpointing key experiences and issues; and helping everyone in your organization to take actions that make a difference.
||11400 Commerce Park Drive |
Reston, VA 20191
THIS JOB HAS EXPIRED
Connect with the voices that matter most to your businesswith customer experience intelligence from Clarabridge.Investors: Boulder Ventures
, Grotech Ventures
, Intersouth Partners All Jobs: at Clarabridge
|Headquarters:||11400 Commerce Park Drive|
Reston, VA 20191
|Company Profile:||Leading in Customer Experience Management
To give your business the lead in Customer Experience Management (CEM), partner with the leaderClarabridge. With years of development invested in the Clarabridge solution, we're simply the most qualified company to reveal strategic insights hidden in customer feedback across a range of sources.
Unlike other companies that only serve academic or government markets, the Clarabridge focus has always been business, your business, and how we can help you reach your commercial objectives. To give you the customer insight you need, we've worked harder, thought deeper, and developed smarter software than any other vendor in the marketplace.
At Clarabridge, our goal is to help you fully access your customer experience intelligenceand leverage that information to your advantage. By bridging the gap between your customers experience and your brands promise, we provide a unique portal into the human dimension of your business. With this insight, you gain the strategic edge in serving your customers, controlling costs and risk, competing resourcefully, and building profitability.
When you work with Clarabridge, you work with the management team that had guided the companys growth and innovation from the start. Each has had decades of experience, bolstered by successful entrepreneurial ventures and strengthened by prior top-level management experience. Our executives, who include a nationally recognized entrepreneur and a multiple patent holder, are all published authors and frequent speakers at industry conferences.
With a commitment to excellence, partnership model with clients, and fast-paced development processes, Clarabridge is strong from the ground up. Whats more, our financial backing, board advisors, reputation, and partnerships are sound, ensuring our software will evolve to meet your emerging demands.
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