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Service Engineer
3 months ago
Who We Are:
Beyondsoft Consulting, Inc., is a leading, technical solutions and consulting partner. We combine emerging technologies and proven methodologies to tailor elegant solutions that solve complex challenges and empower our customers to accelerate their business goals. Our services include end-to-end support for cloud, digital, data analytics, multi-language translation, and testing.
WHAT WE'RE ABOUT:
We believe that collaboration, transparency, and accountability are the values that guide our business, our delivery, and our brand. Everyone has something to bring to the table, and we believe in working together with our peers and clients to leverage the best of one another in everything we do. When we proactively collaborate, business decisions become easier, innovation is greater, and outcomes are better.
Our ability to achieve our mission and live out our values depends upon a diverse, equitable, and inclusive culture. So, we strive to foster a workplace where people have the respect, support, and voice they deserve, where innovative ideas flourish, and where people can unleash their brilliance. For more information regarding DEI at Beyondsoft, please go to
POSITION SUMMARY:
Our Redmond-based client is looking for a Service Engineer for a Onsite based position in Redmond WA.
Responsibilities
- Take ownership to resolve customer issues in accordance with service level agreements (SLAs) balancing speed and quality.
- Contribute to product improvements by filing bugs and design change requests, and help developers fix and ship them to production to prevent customers from being impacted.
- Drive root cause analysis and service improvements involving bug fixes in close partnership across several Engineering teams.
- Use judgment and effective communication skills to compose timely Global Alerts and issue visibility correspondence to sales teams and partners.
- Create process or troubleshooting documentation that enables a knowledge base for Tier 1 and Tier 2 support teams.
- Conduct data and trend analysis to create insightful customer stories that influence Platform ENGG team product roadmaps and gaps, business decisions, and training/readiness content.
- Collect and align customer/partner feedback on Clients products and services (e.g., surveys, listening systems); acts as the voice of the customer by providing actionable feedback across groups (e.g., product team, account management, services leadership team) about customer/partner experience and competitor threats; proposes new initiatives to anticipate risks
- Provide thought leadership to influence strategy when engaging with customers and partners and contribute to business case development for policy changes and engineering asks.
- Drive revenue to upsell during consultations by identifying and recommending customer-centric optimization opportunities.
- Prioritize and deliver against client-planned technical initiatives. This can be in the form of specific client work, consultations, implementations, and/or scaled solutions.
- Support effective rollouts of new pilots and features. Participate in Engineering-led bug bashes to help launch stable and low-friction releases to markets globally.
- Anticipate customer issues to design and automate platform checks to engage with Engineering proactively before customers escalate.
- Establish requirements and collaborate with others across the organization to build monitoring and diagnostic tools that automate the discovery and resolution of issues.
- Occasional night and weekend on-call work is required.
- Must have 3 years experience in a technical support or software development organization.
- Must have 3 years experience running online systems built on Azure or similar cloud providers.
- Must have 2+ years experience in Python, C#, JavaScript, or any object-oriented programming (OOP) languages.
Because we know how important our people are to the success of our clients, it's a priority to make sure we stay committed to our employees and making Beyondsoft a great place to work. We take pride in offering competitive compensation and benefits along with a company culture that embodies continuous learning, growth, and training with a dedicated focus on employee satisfaction and work/life balance.
- A competitive pay range of $38/hr- $40/hr (depending on experience).
- 15 days per year of Paid Time Off (PTO).
- 9 paid holidays per year (which includes 1 personal floating holiday).
- 401(k) retirement plan with company match.
- Eligible employees (and their families) are offered the following company-sponsored benefits: Medical, dental, and vision insurance, health savings account (HSA), short-term and long-term disability, employee assistance plan (EAP), and basic life and AD&D insurance.
- Eligible employees (and their families) are offered the following voluntary employee-funded benefits: Health care flexible spending account, dependent care flexible spending account, commuter benefits, voluntary accident & critical injury coverage, voluntary long-term care coverage, and voluntary life and AD&D insurance.
