Position: Enterprise Support Engineer
Company: GlobalLogic
Category: Support
Experience required: 5y
English level: upper
Published: 2022-04-01T00:00:00+03:00

**Job Description**
Min 5 yrs of technical support, professional services, customer success management, account management or any combination

Bachelor's degree in engineering, computer science or relevant 

Proven success in managing client relationships with enterprise clients aimed at resolving client issues and handling all aspects of client engagement as part of a greater account team

Ability to plan and manage details, at the operational level, in a fast-paced, high growth environment

Self starter with Enterprise level customer-facing interface skills along with excellent written and verbal communication

Tech Savvy: You utilize the latest tools to make your work as efficient as possible. You have a natural curiosity for the tech industry, and want to be part of high energy and passionate team

Quick: Energetic is your baseline and you’re a fast learner. You love to figure out puzzles and take pride in your work

Owner: You take control of escalated customer issues from front line support staff and see problems through to resolution

Team Player: You strive for greatness, and know that teamwork is the way to get there. You’re a natural leader, and see yourself growing as our team expands

**Additional skills required for success:**

Basic Linux/Unix production environments, networking and security concepts

Basic Sybase, Oracle and/or MS SQL experience

.NET or a similar programming or scripting language

Business acumen, time management, logic & problem solving

Linux/Unix production environments, networking and security concepts

Familiarity with API and Identity authentication methods such as OAuth

High-level language (C/C++, Java, Perl, Ruby, Python) and database concepts (SQL) and general web technologies (HTML, XML, API)

AWS and Cloud Technologies are a plus

Analytical thinker with technical acumen and passion for executing plans into working solutions

Obsessive attention to detail and “get it done” attitude

English - upper-intermediate. Direct communication with the client.

**Job Responsibilities**
As an Enterprise Support Engineer, you are a named client-facing contact responsible to act as a client technical advocate, provide ongoing technical support, perform QA/testing on solution impacting deployments/releases, and helping drive the adoption of the Customer's solution for a portfolio of enterprise-level clients.

 Troubleshoot platform issues submitted by Designated Contacts for all production-related incidents and issues including the detection of system, application, or performance degradation or unavailability

Work with product management to channel client feedback and solutions into future releases of the Customer Engagement suite

Support the engineering organization with insight into how our clients use our product, so that they can develop better features

Research and solve complex issues impacting our customer’s utilization of our products

Escalate critical customer situations to the appropriate level of management and engineering expertise

Use your business and technical analysis skills to solve complex issues and promote best practices

Build and maintain excellent relationships with clients and achieve the highest level of customer satisfaction

Collaborate with other departments in the company to achieve customer satisfaction

Answer “how do I...” inquires

Perform post-release testing to ensure uninterrupted platform utilization & identify/mitigate risks of newly deployed functionality on existing campaigns

Monitor pre-identified mission-critical campaigns

Monitor overall solution efficiency and effectiveness, making optimization recommendations

Create and update internal and customer-facing documentation that forms a knowledge base of the customer's solution.

Participate in regular status calls and quarterly business reviews

Provide weekly “Status of Cases" updates to client and internal stakeholders

Participate in scheduled on-site/remote optimization reviews as required

** Department/Project Description**
Our client delivers personalized experiences, cross-channel messaging and loyalty programs that add value to customer relationships. The product enables marketers to rapidly scale and meet the demands of the modern consumer. Marketers can easily deploy targeted and triggered cross-channel campaigns, compile data from multiple sources, and strategically promote desired customer behaviors - effectively increasing revenue and enhancing customer experiences.