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Principal Tech Support Engineer

2 months ago

Raleigh, North Carolina, United States insightsoftware Full time

Company Description

insightsoftware is a global provider of reporting, analytics, and performance management solutions that unlock the potential of business data and transform the way finance and data teams operate. We empower leaders from over 32,000 organizations to make timely and intelligent decisions. Our comprehensive solutions span Financial Planning and Analysis (FP&A), Controllership, and Data and Analytics. We deliver finance teams the insights required to navigate any economic climate and drive greater financial intelligence, while increasing productivity, visibility, accuracy, and compliance. Learn more at

Job Description

The Principal TECH Support Engineer provides advanced technical and application support to end users for Longview Software. As the Principal TECH Support Engineer, you will be responsible for responding to incoming inquiries and determining the appropriate action to resolve each issue across multiple lines of business. Provide assistance to customers (internal and external) regarding our products and services. Responsible for maintaining high customer satisfaction and world class service standards while representing the Customer Support Department. that describe the purpose of the position and what is accomplished in relation to the company's strategy and purpose]

Responsibilities:

Provide technical solutions and guidance throughout the support cycle for both the external and internal teams and customers
Analyze and explain data and process flow within a CPM and Tax Provision software
Troubleshoot and resolve data and basic technical related issues
Devise client workarounds/temporary solutions as necessary
Provide information to customers regarding product operation, maintenance and repair by answering questions and requests
Lead conference calls with customers to better understand issues and business cases at hand
Transfer Longview knowledge to the customer as required
Provide structured information, as well as logs from troubleshooting to engineering teams
Assist in the identification and definition of new product opportunities and enhancements
Rotational on call for afterhours critical issues

Achievements/Goals
Understand Basic Longview Product Concepts: Gain a solid grasp of the fundamental principles and functionalities of Longview products.
Learn the Standard ISW Support Process: Familiarize themselves with the standard procedures and protocols used in ISW support.
Apply Concepts in Customer Support: Use their knowledge to assist customers effectively with their support cases.
Assist Other Support Team Members: Provide help and support to fellow team members as needed.

Qualifications
 Skills required:
A minimum of 2 years' experience and demonstrated ability in customer service role
3+ years in corporate accounting and/or tax related areas for large corporate entities
Excellent verbal and written communication skills, ability to proofread and edit documents
Consistently follow department policies and procedures when working independently and with cross-functional teams
Strong attention to detail with the ability to retain knowledge of operating systems, procedures, products, compliance and customer information while managing multiple tasks and maintaining high accuracy standards
Strong problem analysis, problem solving, and decision-making ability under pressure
Excellent research ability to offer solutions while adhering to policy guidelines
Display strong ability to manage projects and assume quality control
Ability to handle multiple tasks simultaneously

Additional Information
 We're a happy team and we all really love what we do. We've created a space where high achievers can succeed but are also safe to fail. We are profitable and focused on growing sustainably. We're always learning how to make Insightsoftware the best place to work for all of us, and not just another technology Vendor. We're always looking for an amazing new teammate to come share in the excitement of solving challenging problems with technology.
All your information will be kept confidential according to EEO guidelines.
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Background checks are required for employment with insightsoftware, where permitted by country, state/province.
At insightsoftware, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.