Senior Customer Support Engineer Melbourne, Florida

3 weeks ago

Tallahassee, United States ALTR Solutions, Inc. Full time

ALTR is currently seeking a Customer Support Software Engineer to join our team This position is a great opportunity to contribute to the quality, customer experience, and ongoing success of our data security benefits for the enterprise. Working with ALTR you'll join our team of qualified, diverse individuals working in a fast-paced environment with high expectations in a collaborative team setting. This position will work closely with Engineering, Product and Customer Success teams and follows a success protocol to make sure that customer inquiries are being communicated and executed in time. Customer Support Engineers are empowered to resolve almost any of our customers concerns with a focus on first call/email/Problem resolution. As experts in our product, ALTR Customer Support engineers are also poised for accelerated growth within the company, whether it be through engineering, product or sales.

Location Melbourne, Florida

Department Product Technical Support

Employment Type Full Time

** Key Responsibilities** Respond & resolve customer inquiries via calling and email in a timely and efficient manner by working with various departments across the organization to advocate for the customer and work together to resolve any requests. Quickly assess customer issues to provide accurate and timely support.

Provide customer training and ongoing support through emails, calls and web demonstrations.

Performing Live tests with customers.

Provide Configuration and Installation support Calls with customers. Onboarding of new accounts and ensure successful implementation. Identify growth opportunities within existing accounts and help customers leverage the product for intended success. Educate customers about ALTR products, new features, and releases both over the phone and email. Be able to work independently, while knowing how/when to handle or escalate critical customer issues. Occasional on-call after-hours work may be required as needed by the customer.

** Skills Knowledge and Expertise** Between 2-4 years of experience in a direct, technical customer support role. Willingness to learn and understand every facet of the ALTR product in order to be able to support customer needs, including new features as they are released. Exposure to and understanding of technology infrastructure that the customer may be using, examples include: o Cloud databases (Snowflake, Redshift, etc) o On-premise databases (Microsoft SQL Server, MySQL, Postgres) o Cloud platforms (AWS, Azure, etc) o Operating systems (Linux and Windows) o Runtimes (Java, .net) Demonstrable experience with a ticketing system (examples: JIRA Service Desk, Salesforce Service Cloud, ConnectWise) Outstanding problem-solving skills, taking a consultative approach to find the best solution Strong customer-centric mindset with a passion to help customers Solid organizational skills (project management, milestone completion) Candidate must possess excellent verbal & written communication skills. You can explain complex (technical) issues in simple terms and adapt your tone for different users. Willingness to learn and adapt to new technologies and systems easily. **To perform the job successfully, an individual should demonstrate the following competencies:** Technical Troubleshooting & Problem Solving - Identify and resolve problems in a timely manner; Gather and analyze information skillfully; Develop alternative solutions; Work well in group problem solving situations. Technical Skills - Assess own strengths and weaknesses; Pursue training and development opportunities; Strive to continuously build knowledge and skills; Share expertise with others. Customer Support - Respond promptly to customer needs; Meet commitments; Display pleasant and friendly demeanor; Handle situations with the best interest of the customer and the company in mind; provide exceptional service. Interpersonal Skills - Maintain confidentiality; Listen to others and remain open to others' ideas and willing to try new ideas. Teamwork - Contribute to building a positive team spirit; Put success of team above own interests; Able to build morale and group commitments to goals and objectives.

** Benefits** We provide a variety of medical insurance plans to pick from as well as Dental, Vision, Short-Term Disability, Long-Term Disability and Life insurance. Paid Time Off is not accrued but simply taken by employees as needed once approved by a manager. In addition to formal benefits, we have a great culture which you can learn more about

as well as other perks such as lunch on us (when at one of our on-site offices), snacks, drinks, espresso and even a game room

** About ALTR** A no-code, cloud-native platform for understanding data consumption, removing the risks of storing and sharing sensitive information, and getting the most out of your data.

Department Product Technical Support

Employment Type Full Time Location Melbourne, Florida

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