Product Support Architect

2 weeks ago

New York, New York, United States CentralSquare Technologies Full time
Job Title: Product Support Architect

At CentralSquare Technologies, we're seeking a highly skilled Product Support Architect to join our team. As a key member of our support team, you'll play a critical role in ensuring the success of our customers by providing top-notch support for our Enterprise RMS and CAD products.

About the Role

This is a unique opportunity to work with a collaborative and dynamic team, influencing customer critical deliverables and driving supportability improvements into our products. You'll work closely with our Product Management and Development teams to create sustainable and scalable support processes, leveraging your expertise in System Administration and Maintenance, Knowledge-Centered Support (KCS) practices, and technical troubleshooting.

Key Responsibilities
  • Provide IT services such as System / Server Administration for Central Square Products.
  • Provide technical support to customers in person and via phone, email, and remote sessions using Teams.
  • Diagnose, investigate, and crisis manage complex technical problems while maintaining a professional demeanor.
  • Document and provide quality sustainable solutions while streamlining operations and processes.
  • Answer questions on function, setup, usage, system configuration, and troubleshooting of CentralSquare products.
  • Drive pre-escalation triage processes to ensure high-quality escalations to Product Development.
  • Develop and document diagnostic techniques, workflows, and business processes to improve efficiency.
  • Collaborate with fellow support colleagues and cross-functional teams to provide superior customer service that meets or exceeds our service level goals and/or resolutions.
  • Maintain consistent, regular communication with customers regarding the status of their requests.
  • Act as a customer advocate by working directly with customers on high-priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements.
  • Ensure that individual performance meets or exceeds department standards.
  • Create knowledgebase (KB) articles and documents using the methodology, to be published and shared both internally and with the customer base.
  • Consistently document work product in case details or threads to ensure re-use in Knowledge processes.
  • Use Knowledge Base (KB) to solve cases in a timely manner.
  • Ensure Knowledge Base (KB) content is correct by providing updates & feedback where appropriate.
  • Work with customer and engineering to drive supportability improvements into products.
  • Perform all other duties as assigned.
Requirements
  • 7+ years of technical and customer support experience within an Information Technology department.
  • 7+ years experience providing System Administration services of Enterprise Software Solutions.
  • Experience in administering Windows Servers Operating Systems.
  • 5+ years experience troubleshooting customer reported performance issues.
  • 5+ years Microsoft Office experience (O365, Teams, Word, Excel, PowerPoint, Visio).
  • 3+ years of Information Security experience.
  • 3+ years of Microsoft SQL Server experience.
  • 3+ years of network troubleshooting experience Strong problem solving, organizational, and analytical skills.
  • Excellent written and verbal communication skills.
  • Ability to work well in a fast-paced environment.
  • Proven ability to manage multiple tasks or projects with changing priorities.
  • Strong time management, prioritization, and project management skills.
  • Strong ability to capture a complete and accurate problem/symptom description of reported issues.
  • Exceptional troubleshooting skills; ability to narrow down reported issues, identify root causes, and find creative solutions.
  • Good customer service skills and ability to listen to and work with customers in real-time to resolve issues.
  • Highly motivated self-starter and team player who enjoys sharing knowledge and experience with peers.
  • Ability to meet all background check requirements required by our customers.
  • Identifies and presents training needs to supervisor.
  • Must be willing to participate in after-hours events at the customer's needs. Should have an independent work ethic and has an understanding that the position comes with some extended hours.
  • Experience working in or with City / County / State governments is preferred.
  • Cloud experience is a plus.
  • Experience with Public Safety Systems, Computer Aided Dispatch, and/or Records Management System is a plus.
  • HTML/HTML5/Java/Python/NET experience is a plus.
  • Experience with web design, particularly HTML and CSS, is an asset.
  • Participates in Client Conferences.

We're an equal opportunities employer and welcome applications from diverse candidates. If you're passionate about delivering exceptional customer support and have a strong background in technical troubleshooting, we'd love to hear from you

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