Customer Support Engineer

Customer Support Engineer

Vacancy expired!

Do you like to solve technical problems in a fast-paced environment? Love collaborating with colleagues and helping customers? Like the idea of a flexible, autonomous work environment to get the job done the way you like to work?

SafetyChain Software is looking for a Customer Support Engineer to join our Engineering team in our Novato,CA office. Reporting to the Director of Development, this role will work closely with our professional services, support, product and engineering teams to providing expert technical knowledge, support and troubleshooting for SafetyChain customers using our multi-tenant web-based SaaS application, Mobile Application, and systems integration platforms.

Who we are:

SafetyChain is the #1 Plant Management Platform that improves yield, maximizes productivity, and ensures compliance for food & beverage manufacturers. Trusted by over 1,500 facilities, SafetyChain is the only complete solution for production (OEE & SPC), food safety and quality (QMS), and supplier compliance.

A distinctly recession-proof market, food and beverage manufacturers have counted on SafetyChain to mitigate the problems from COVID-19 to understanding more about how their manufacturing operations are running. We're positioned to not just weather the storm, but ride the wave of its opportunity - and that's where you come in.

What you'll do:

As part of the Engineering team, the Customer Support Engineer will provide Tier 2 level of support on SafetyChain business applications. Evaluates, troubleshoots, and identifies solutions to guarantee client satisfaction. The role partners with the business and technical staff to ensure a high percentage of problem resolution. The ideal candidate enjoys problem solving, connecting with end users, and providing excellent customer service.

The success of this role means customers receive responsive, expert-level support to solve critical business issues that minimizes their downtime and maximizes their technical knowledge and usage of the system.

Key Responsibilities

• Responsible for the analysis, troubleshooting and resolution of second level service incidents while adhering to departmental procedures.
  

• Communicates directly with internal customers via phone, email or in-person to better understand the issue.
  

• Uses issue tracking applications to record, track progress and escalate application issues.
  

• Collaborates with the various teams to ensure that problems are resolved effectively and efficiently.
  

• Gains an in-depth understanding of application functionality and the business processes supported by these applications.
  

• Provides knowledge transition and training on supported applications business team members.
  

• Assists users in understanding how to appropriately use supported applications.
  

• Assists with various application testing activities and internal projects as needed.
  

• Ability to operate in a fast moving, team oriented, collaborative environment with tight deadlines.
  

• Maintain a high level of customer service at all times.
  

• Contribute to process development and best practice. Look at new ways to improve performance levels and supportability related to data integrity.
  

• Execute complex SQL scripts, analyze SQL statements, and perform data analysis for compliance reporting.
  

• Provide escalation support, monitoring, and resolution.
  

Our Ideal Candidate

• 2-3 years experience in application support, service/help desk, system analysis/design with an understanding of software development lifecycle.
  

• Demonstrated strong analytical acumen to identify, triage, and recommend troubleshooting with software applications.
  

• Ability to exercise judgment using procedures and practices to determine the appropriate course of action and possess creative problem-solving skills.
  

• Must have the ability to distinguish low impact from high impact problems with little direction.
  

• Willingness to learn and adapt new skills/technology.
  

• Assumes initiative and ownership of issues and resolutions.
  

• Focuses on providing exceptional customer service.
  

• Proven ability to work well in a group, as well as alone and unsupervised.
  

• Basic SQL querying/scripting a plus.
  

• 2 years of working experience in HTML, CSS, and Javascript
  

• Experience with Help Desk or Bug Tracking software.
  

• Proficient in Microsoft Office Suite of products
  

• Ability to develop, test, and execute SQL scripts required to extract data for analysis and testing.
  

Personal Attributes we Value:

• Enthusiastic, self-motivated, self-starter and maintains a positive attitude.
  

• Ability to multi-task and stay organized in a dynamic work environment.
  

• Ability to travel within U.S. for onsite customer meetings
  

• Ability to solve problems quickly and completely.
  

• Exceptional verbal and written communications skills combined with the ability to explain complex ideas to those with limited technical and system knowledge.
  

• Reliable, flexible and cooperative.
  

• Excellent organizational, communication, comprehension, and follow through is required.
  

• Diplomatic and tactful.
  

• Personable and approachable, with an enthusiastic and motivational nature and an overall passion for excellence.
  

• Strong level of interpersonal skills to communicate effectively with internal and external customers.
  

• Great listener and patience.
  

Things that Make the Job Awesome

• Competitive compensation plan
  

• Opportunity for stock options
  

• Health benefits
  

• Vacation
  

• Flex Schedule
  

• Work From Home Flexibility
  

• Fast growing tech company with big opportunity
  

• Great team and culture
  

• Rewarding work that is solving an important problem
  

This position works out of the Novato, CA office and will require approximately 20% travel. It may require working in front of a computer for prolonged periods of time.

Equal Opportunity Employer: All qualified applicants will receive consideration for employment without regard to race, color, religion, marital status, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status or any other characteristic protected by law applicable to the state in which you work.