Product Support Engineer

Nashville, United States

Job Title: Product Support Engineer

Job Summary:

RevSpring is looking to add an experienced, professional, and personable Product Support Engineer to its Maestro team. This is an excellent career opportunity for a proactive, highly motivated individual who wants to increase his or her current tech skills and expand their knowledge.

In this support role you will perform product issue troubleshooting and communicating with internal and external customers. We will only be considering individuals who have a passion for delivering an exceptional customer experience, the ability to problem solve in critical situations, and exemplify positivity and collaboration. As a Maestro Platform Product Support Engineer, you will act as a liaison between our customers' needs and the product development team.

This role is based out of our Arden Hills, MN office but will consider fully remote option.

Essential Functions:

Maintain ticketing queue.
Maintain proactive and professional communications and relationships with our customers.
Troubleshoot product issues utilizing SQL scripts, debugging product code, and any other appropriate tools.
Updating product documentation, tutorials, and notes for the team.
Abide by established SLAs in your interaction with customers and handling of tickets.
Identify and log recurring support issues that can be automated into development backlog.
Miscellaneous tasks as assigned.

Minimum Requirements:

Specific Job Skills:

Proficient with T-SQL and ability to write ad-hoc queries.
Ability to investigate SQL Server objects like views, stored procedures, functions, etc.
Basic familiarity with C#.NET, with a good knowledge of its ecosystem.
Ability to troubleshoot and identify issues related to hardware, software, network, or other causes.
Solid understanding of web technologies, including client-server architecture, TCP/IP, DNS, HTTPS, HTML, CSS, etc.
Ability to create technical documentation.
Familiarity with the .NET framework.
Basic understanding of object-oriented programming.
Proficient understanding of code versioning tools such as TFS or Git.

Up to 10% travel may be required.

Education:

Bachelor’s degree required with an IT related field of study or equivalent work experience.

Prefer business or related degree, with coursework in sales and marketing

Experience:

Minimum of 1 year experience using, maintaining, or coding in the RevSpring Maestro environment.
Minimum of 1 year of software development experience, ideally utilizing the Microsoft .NET stack.
Minimum 3 years of customer service or help desk experience, ideally in the financial/health care industry.
Experience with JIRA Service Desk a major plus.

Supervision: N/A

Certifications: N/A

Language Skills:

Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures or governmental regulations. Ability to write reports, business correspondence and procedure manuals. Ability to effectively present information and respond to questions from a variety of both internal and external sources.

Physical Capabilities: Standard categories

The physical capabilities described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

RevSpring is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Note: This Job Description may not describe all of the job responsibilities and standards assigned to this position. The duties may change from time to time. RevSpring does not discriminate against any group in hiring or employment practices. Nothing in this job description constitutes a contract for employment.

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