Support Engineer

What We Offer:

• Canteen Subsidy
• Night Shift allowance as per the process
• Campaign Allowance
• Health Insurance
• Tuition Reimbursement
• Internal movement through IJP

The Role:

Support Engineers are responsible for providing advanced frontline support to Client admins, clients, and partners, solving complex technical challenges, and contributing to continuous improvement initiatives across our global support team. Working with the Client SaaS platform, you will be providing world-class product support to clients and partners in a fast-paced environment. By problem-solving technical issues and completing root cause analysis, you will play a key role in implementing improvement initiatives for our broader organisation. This is a unique opportunity to collaborate with cross-functional teams (including Professional Services and Product & Engineering) to relentlessly drive the enhancement of our world-class customer experience management platform.

• Deliver first-class support across our global customer base and exceed our customers’ expectations.
• Collaborate cross-functionally with internal teams (e.g. Managed Services, Product, Engineering), providing key product insights and development opportunities.
• Provide timely expert advice and speedy resolutions to support cases and resolve escalated cases from first-level support.
• Own the investigation and resolution of complex cases while escalating cases to the next tier of our support organisation, as needed.
• Contribute to process improvement initiatives in the support organisation.
• Create and refine knowledge base articles.
• Collaborate closely with the other global support regions – North and South America, Europe, Australia, and Asia.
• Provide feedback to your peers, helping them to grow and develop while also contributing your creative ideas to the leadership team.
• Support high-severity incidents as part of our incident management and response team, including being part of a rotating on-call schedule.

What You’ll Be Doing:

• Solves Problems with Efficiency – Skilled at analysing problems, determining the root cause(s), and finding the optimal resolution. Collaborates, Decision Quality, Nimble learning, and Manages Ambiguity.
• Has a Bias for Action – Prioritises work, sets deadlines, and delivers results. Action-oriented, Drives results, Ensures accountability, Plans and Aligns.
• Continuous Improvement and Innovation – Proactively find opportunities for improvement; appropriately leverages technology, and optimises processes to improve organisational performance.Tech Savvy, Being Resilient, Optimises Work Processes, Cultivates Innovation.
• Enables the Success of Others – Find value in helping others succeed. Effectively leverage their knowledge and experience to multiply the impact of those around them. Customer Focus, Interpersonal Savvy, Manages complexity, Strategic Mindset.

What We Expect You To Have:

• Bachelor’s degree or equivalent work experience. Good understanding of JavaScript, XML, HTML, and CSS.
• Knowledge of SaaS technologies and platforms Experience with the client platform and Salesforce Service Cloud is a plus.
• 3 + years (s) of experience working in a Salesforce Case Management tool, technical, support, or customer service-focused environment.
• Excellent verbal and written communication skills in English.
• Team player who can lead and make decisions in difficult and ambiguous situations.
• Experience working in a startup environment.
• Able to respond to on-call notifications within 30 minutes to support high-severity incident management, including on weekends & holidays, as part of a rotating on-call schedule.
• Able to complete the Personal Identity Verification (PIV) background approval process. [US employees only]