In this role you have the opportunity to make a significant impact for our broad customer base, including Fortune 100 companies, each and every day, while simultaneously building upon your existing skill-sets. The role will allow you to develop a variety of skills that will contribute to your entire career while working with a team of talented people who help our dynamic range of customers.
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Key Responsibilities
- Enable our customers’ success to manage their operations by supporting them remotely through phone, email, web channels or on-site to best serve their environment while solving a variety of complex technical challenges.
- Communicate with our customers to understand how they utilize our software to solve their business challenges and collaborate with different departments to deliver and improve our customers’ experience with the company and products.
- Provide Delivery service jobs on-site and remote.
- Author, maintain, and approve Knowledge-base articles for technical limitations and best practices.
- Collaborate with others to help improve product documentation and address gaps and deficiencies.
- Provide feedback to newer Engineers on cases you assist on.
- Provide technical expertise for external events (UC booths, labs, webinars, etc.).
- Train new team members on taking phone and email cases.
- Teach internal and external classes.
- Mentor newer team members.
- Focus on a group of products and/or another area that is critical to the success of the organization.
- Reproduce product issues in an effort to determine root cause.
- Analyze support cases for defect patterns for area of specialization.
- Stay up-to-date with PI System roadmap.
- Understand PI System positioning within the company Portfolio.
- Become familiar with high-availability hosting solutions for enterprise applications, including load balancing, clustering, and failover.
- Maintain a positive, problem-solving mindset with patience and composure under pressure.
- Become comfortable navigating ambiguity.
- Develop natural willingness to always go the extra mile.
Essential Requirements
- Bachelor's Degree, Master's Degree or PhD in Engineering related field.
- 3+ years of work experience preferred.
- English + Arabic Speaker (French/Turkish or any other language knowledge is a plus).
Desired Skills
- Self-motivated individuals with a customer mindset and desire to help people.
- Enthusiasm for technical problem solving, with attention to detail and strong communication skills.
- Ability to learn and research in a dynamic and engaging environment.
- Third-party technology knowledge.
