Product Support Engineer
U.S. Remote
WHO WE ARE
Certinia (formerly FinancialForce) delivers a Services-as-a-Business platform that powers and connects all aspects of services operations, from services estimation and delivery to customer success management and financial planning and accounting. The company's Professional Services Automation (PSA), Customer Success, and ERP solutions—delivered on Salesforce’s leading cloud platform—provide services businesses with the intelligence and agility to deliver high-quality services, elevate customer experiences and accelerate growth. Headquartered in Austin Texas, with offices around the world, Certinia is backed by Haveli Investments, General Atlantic and Salesforce Ventures. For more information, visit www.certinia.com.
THE ROLE
● Your responsibilities will include analysis, troubleshooting, and debugging issues located on our cloud-based applications. It implies that sometimes you will need to analyze the code of said applications and the customizations that may be affecting them. You will be working alongside other Product Support Engineers and Support Analysts focusing on solving customer cases
● As part of the role, you will be expected to work on specific support projects when they arise and where appropriate, also contributing to the customer knowledge base is important
● The successful candidate must be able to function in a fast-paced, dynamic, global environment and be capable of balancing multiple priorities most of which are deadline-driven
● The job is fully remote but some travel may be required either to other Certinia offices or onto customer sites. This position will require ad-hoc flexibility in working hours to support and liaise with the company’s US divisions, customers, and technology partners as needed
WHAT YOU WILL DO IN THIS ROLE
● Managing the cases working with other Product Support Engineers and Product Support Developers to ensure feedback loops are continuous with Support Analysts and customers.
● Working with Support Analysts, Software Developers, Technical Architects and Product Owners to develop, propose and implement solutions and workarounds to our customer base.
● Working within a framework of published standards and practices within the company
● Smooth throughput of various unanticipated issues arising from customer product usage
● Influence process improvements
WHAT YOU NEED TO BE SUCCESSFUL IN THIS ROLE
● Excellent English skills, oral and written
● Graduate with an IT, Computer Science or related degree (or equivalent)
● Extraordinary sense of team play. You will play on a team. You will be committed to the team's goals and objectives much more than to the individual ones.
● Solid business judgment including fact-based and data-driven decision-making is critical
● Ability to understand the business’s objectives and that the customer’s problems affect the business
● Detail orientation and a high degree of accuracy
● Understanding of application architecture principles
● Strong time management and ability to prioritize your workload
● Strong communication skills to deal with ideas & designs (both verbally and in writing) to internal and external audiences
● Resourcefulness in getting over problems and establishing clarity
WHAT ELSE WOULD BE GREAT
● Experience in Project Management Solutions
● Experience in Enterprise scale applications
● Understanding of data integration and web services
● Knowledge of Agile methodologies would be an advantage
