Application Support Engineer

Applications Support Engineer - Tier 2

• As an Application Support Engineer you'll provide front-line technical software support to customers, partners, and internal users and teams who use a variety of proprietary tools and applications, along with Salesforce CRM.
• You'll triage support tickets from different queues, and work with customers to gather information and have the ability to triage and troubleshoot the issue that they're experiencing.
• This includes driving an issue towards resolution, engaging with internal teams, and escalating cases when needed.
• The candidate should have experience with identifying and diagnosing issues, a good grasp of web technologies, strong customer service instincts, and strong communication skills.

Role & responsibilities

Requirements:

• BA/BS degree preferred, leaning towards a technical or analytical program such as engineering or math.
• 2-3 years of prior experience of providing technical customer support for Cloud applications and web technologies.
• Familiarity with Salesforce is a must; SQL is preferred.
• Good to have knowledge CPQ/CLM
• Strong analytical skills with detail-orientation and an innate ability to drive issues towards resolution.
• The ability to dig deep to identify recurring or unknown issues; and provide root-cause analysis.
• Strong customer support skills, and the intuitive ability to handle people well.
• Must have excellent verbal and written communication, including strong documentation skills
• Must be a team player with a passion to learn and adapt to a rapidly changing environment

Preferred candidate profile

Salesforce CRM and Salesforce Troubleshooting