Technical Support Engineer MetraTech
THIS JOB HAS EXPIRED
Technical Support Engineer (Day and Evening Shifts Available)
MetraTech empowers organizations to embrace change through a unique, agreements-based billing and compensation solution that is relationship-driven and supports fluid, individualized and interrelated agreements across customers, suppliers and channels. Our customers can automate business processes and quickly monetize any business model for faster time to revenue. We are headquartered in Waltham, Massachusetts, USA, with offices in London, Paris, Rio de Janeiro and San Francisco.
The primary goal of the Technical Support Engineer is to enhance the customer?s perception of MetraTech by offering the highest level of customer care services and support available to develop a high level of customer satisfaction. The Technical Support Engineer must be able dig deep into complex issues and work quickly under pressure to produce correct actions. This position may also help manage the relationship with the customer during MetraTech issue resolution. The position will communicate with all groups within MetraTech to help manage the customer?s expectations. This resource gains first-hand experience in how customers utilize MetraTech products in live deployments, as well as unique insights into the customers? overall billing operations. This role requires a fast learner with the ability to develop and apply a high-level understanding of the many different components of MetraTech?s products. This position reports to the Customer Care Director. We have two (2) positions available: Day shift (8am ? 6pm) and Evening shift (Noon to 9 PM).
To be effective in this role, the Technical Support Engineer must:
Gain a comprehensive understanding of customer-deployed products, including their core operational functionality.
Handle customer escalations from customer support to investigate and troubleshoot challenging MetraTech product issues such as product interoperability with the customer operations.
Communicate effectively with customer support to ensure that the proper analysis and investigation materials for the escalated issue are diligently compiled.
Isolate issues and work with product teams on root cause analysis and resolution
Identify viable workarounds, if applicable, for high-priority issues affecting customer service.
Identify root causes and implement urgent fixes for field-impacting product issues.
Preference will be given to candidates who can demonstrate knowledge of the business drivers within billing, financial services, and cloud business areas.
4+ years in a similar role
BS in Computer Science or equivalent.
Demonstrable technical problem-solving and troubleshooting skills.
Solid SQL, shell scripting, and XML skills.
Experience scripting and designing solutions in Visual Studio MSSQL (2005/2008 and Oracle)
Experience using ASP / ASP.NET in a .NET platform
Working knowledge of Crystal Reports
Solid business analysis, database, and OS skills with good documentation skills.
Windows technology skills helpful but not required.
Extensive experience working in ?virtual? account teams-field sales, technical specialists, professional services, partners and leading these teams towards a common vision/strategy for each production customer.
Work independently and collaboratively
||330 Bear Hill Road |
Waltham, MA 02451
THIS JOB HAS EXPIRED