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Technical Support Specialist

3 months ago

Raleigh, United States Cayuse Full time
Job DescriptionJob Description

The exciting world of scientific research is fueled by people with a passion for solving complex problems. At Cayuse, we are committed to our customers' success by empowering organizations to conduct globally connected research that advances their impact on science, discovery and society. We build on that commitment with proven, integrated and easy-to-use technology that delivers exceptional value, and world class service and support that accelerates outcomes.

But we are more than just an empowering platform powered by advanced technologies. We are a collaboration of exceptional, highly skilled people with multi-disciplinary expertise, and are building our team to support our ambitious growth plans. Cayuse's foundational strength comes from our customer and employee focused values and commitment to industry-leading solutions. It's an exciting time to become a key member of our growing team.

We are looking for someone to join our Customer Support team with a Computer Science or equivalent background. In this role you will develop a deep understanding of our Products by troubleshooting customer issues, primarily via email to build trust and drive Customer

Satisfaction. As part of the Customer Support team you will need excellent written and verbal communication skills and a desire to put the customer first. Overall responsibilities include advanced troubleshooting and problem solving on our ResearchSuite products, as well as involvement with a range of internally and externally facing related activities.

Responsibilities

  • Interact with clients to gather information and resolve support related questions
  • Evaluate and resolve database-level problems
  • Execute product upgrades and configurations
  • Enhance diagnostic and reporting capabilities with reusable SQL and scripts
  • Assist with escalated technical issues
  • Develop and maintain internal process documentation
  • Diagnose and report defects to development
  • Expert understanding of Cayuse application architecture
  • Meet SLA and customer satisfaction goals
  • Continued learning on new products, features, and architecture changes
  • Work on special projects as assigned by your manager
  • Contribute to an inclusive work environment by valuing diverse perspectives, communicating positively, and appropriately involving others in the work.
  • Resolve client issues while meeting the goals set by your manager
  • Maintaining your personal work backlog while meeting company objectives
  • Drive process changes in an ever changing software environment

Skills

  • Competency using and writing SQL (MSSQL and POSTGRES)
  • Solid understanding of single and multi-tenant database concepts
  • SQL Server management experience
  • Subversion
  • Zendesk
  • JIRA
  • REST API
  • Github
  • HTML
  • JavaScript
  • XML
  • Communication via email and phone

Qualifications

  • Recent graduates, preferably with work experience in an equivalent position
  • Bachelor's degree in Computer Science or a related field (or equivalent experience)
  • A strong understanding of computer languages and systems
  • A willingness to learn and work on Cayuse products at a technical level
  • Organization and time management skills

    Benefits

  • Competitive Medial Benefits (PPO + HSA available)
  • Vision, Dental, Short-Term Disability fully covered by Cayuse
  • Unlimited PTO + Holidays + Flexible Work Schedule
  • Remote Work Stipend
  • Equal Paid Parental Leave
  • 401k with Employer Matching
  • Quarterly Wellness Reimbursement
  • Remote Work Environment, supporting the Ultimate Employee Experience

Cayuse does not accept agency resumes. Please do not forward resumes to our jobs alias or any Cayuse employees. Cayuse is not responsible for any fees related to unsolicited resumes.

Our culture is one of inclusion and belonging where everyone feels respected, treated justly, supported and nourished. We all share responsibility for creating and sustaining a work environment where differences are celebrated and we are empowered to strive for excellence. We're proud to be an equal opportunity employer and actively seek to recruit, develop, and retain a diverse and talented workforce.