Senior Technical Support Analyst

Job Summary:

As a Senior Support Analyst at Gravitate, you will play a crucial role in our support team. Your primary responsibility will be to take ownership of support requests, from initiation to resolution, and ensure strong and timely communication with clients regarding the resolution plan. Internally, you will serve as a vocal advocate for our customers, representing their needs and concerns to the product team. This includes advocating for backlog prioritization, articulating common issues, and acting as an early warning system for potential design flaws that could have larger implications. Your ability to manage support requests and effectively communicate with clients will be a top priority in this role.

Duties/Responsibilities:

• Advocate for client support issues and priorities
• Provide proactive support and provide recommendations and best practices to minimize potential service disruptions
• Serve as an Subject Matter Expert (SME) of the Gravitate product, providing technical support while reviewing and improving our support practices.
• Work closely with the product teams on escalated technical issues and product roadmap chances or new feature development
• Work with an off-shore team to build-out and enable 24/7 support for the Gravitate product, maintaining the highest level of customer satisfaction and quality
• Create strong documentation and support materials to build user-led support knowledge base
• Analyze and identify root causes of repeating issues and provide long-term solutions to the product team

Required Skills/Abilities:

• Skilled at working with relational databases (we use MongoDB and SQL). Experience performing tasks such as data retrieval, manipulation, and querying.
• Proven ability to manage and resolve in-depth technical issues
• Experience working with and improving support ticketing systems and tools and processes
• Communication as a core strength, with proven ability to build strong trust with customers to resolve any escalated or sensitive issues.
• Familiarity with scripting languages such as Python or Ruby to automate tasks or for data manipulation is a plus
• Experience within or exposure to the Energy or Fuel industries and related software products
• Agile product management certifications or experience working within an Agile team.

Education and Experience:

• 8+ years of proven success within Customer/Technical Support paired with 3+ years of in-depth technical or development exposure
• Bachelor's degree

Physical Requirements:

• Be able to sit at desk and participate in online meetings for 8+ hours per day

Cultural Imperatives:

At Gravitate, We believe there’s a better way. There are qualities that set us apart and we define these as our sticky statements. A “sticky statement” is a simple, memorable phrase that succinctly embodies a capSpire value, process, or approach. These sticky statements are meant to be used as a compass for decision-making at all levels of the organization and apply to everyone, regardless of role or task. Each of the following sticky statements is an implementation (“How”) to our overarching “Why” of: We believe there’s a better way.

• People over profits, relationships over revenue: Typical consulting and services companies worship the billable hour. This mindset leads to decisions that are not always in the best interest of the employee or client. Actions like unnecessarily bloating a project, overly aggressive rate negotiations, and over-billing hours all are antagonistic decisions that put revenue over relationships. Aggressively rejecting employee expenses, denying employee training and growth, and refusing to offer help to others are all decisions that put profits over people and are not the capSpire way. capSpire succeeds because of our people and our relationships. If we take care of our people, each other, and clients first, revenues and profits will follow. It simply doesn’t work the other way around.
• We only hire “A” players: It’s a common scenario: a prospective client has a new project and needs help. What consulting company wouldn’t bend over backwards to staff the account, no matter how large or small? But it’s the decisions that are made when the consulting company doesn’t have the capacity to help that really define the organization. Are we a body shop? Do we take all projects even if it means lowering our standards on who we hire? At capSpire, we believe in only hiring people who can thrive in our company, regardless of the timing of the work. That necessarily involves setting a very high bar and it also means we have to sometimes say "No" to a project if we can’t staff it with rock stars. We should have complete confidence that everyone we work with has something to teach us, has the passion to help others, the skills to tackle really hard problems, and the drive to deliver.
• We dig low drag: It’s true of everything we do; from our internal processes and tools to our offerings and relationships with customers... it just needs to be easy. When we’re out tackling hard problems every day, there’s no room for drama, extra hoops and convoluted processes. Clean, easy and elegant is the name of the game. Whether it’s how we track expenses, how we code a solution or how we manage our client and partner relationships, it just needs to be "low drag". The only thing worse than creating a solution that’s not low drag is having to endure it. Therefore, in the spirit of finding a better way, we should always question what we do and how we act to ensure it is truly low drag—and if it’s not, find the alternative that is.
• Assists are points too: Borrowing from the basketball term, the beautiful thing about getting an "assist" is that it necessarily means someone else on the team scored a goal. Points are great, but when you get an assist, you’ve enabled someone else to be successful and you’ve shared in that success. For us, it’s not about hoarding knowledge, it’s about sharing information and helping others succeed. The problems we tackle are too vast for a single person to know all the answers. By definition, we must rely on each other to make any effort successful, and that’s exactly what it means to be part of a team. Just like Magic Johnson dishing out a behind-the-back pass, when we build a tool, a document, or provide an answer, we are setting someone else up for the dunk. It’s a beautiful way to work together.
• Always grow: The reason none of us work in "corporate America" is because we don’t believe in pigeon holes, silos and stagnation. A successful career at capSpire necessarily means only one thing: a person has continually grown their skills throughout their career. As an employee grows, we grow. It’s not about "what benefits capSpire is good for the employee,” it’s about "what is good for the employee is good for capSpire,” and it is definitely good for employees to always grow, always be challenged and embrace a constantly curious attitude. This philosophy is evident in everything we do. It begins with our investments in training, it continues with our efforts to constantly push people outside their comfort zones, regardless of position in the company. Its represented in how we compensate and recognize progress, and it guides how we staff teams and projects. Take a consultant who learns an SAP interface on a project. Does that person stay forever stuck in SAP projects because they know them so well? Absolutely not That person moves on to a new project and subject to learn, while at the same time teaches someone else how to build SAP interfaces. That is truly an "always growing" philosophy.
• Innovate every day: Innovation is not only about the once-in-a-lifetime idea that changes the world forever. Innovation is also about the micro-ideas that we encounter daily. It’s that daily pursuit of better ways in everything we do that leads us to grow and evolve. The power to innovate resides within each of us, and simply requires a willingness to always ask: "is there a better way?”
• Smart people don’t need to be micromanaged: Hire smart people, give them problems to solve, then get out of their way. That’s how we manage. It’s a product of the respect we have for every person in the company combined with the drive we all have to succeed that sets the tone for every person in the organization. It’s also that same philosophy that looks to each individual to drive decisions and innovations, rather than waiting on a manager to explain what to do. See a problem or inefficiency? Solve it. It’s as simple as that. Don't wait for someone to assign you a task; don't wait for a policy to be defined. Always take the initiative.
• Respect and positivity always win: Never forget, we are all on the same team. Each person in the organization plays a critical role, adds value to the company, and has opinions that matter. Disrespecting each other will not be tolerated. Period. Instead, we should embrace our differences and perspectives and engage coworkers with positivity. After all, innovation is never found in a glass half empty.

This culture separates us from our competitors and it is every team member's responsibility to ensure that we live it every day.