Sr. Customer Support Engineer

Allied Digital

Software & Data

Job Description

« Back to Page Request No: RA-0625-3498 DESIGNATION: Sr. Customer Support Engineer DESCRIPTION:

Responsibilities

Impartner is looking for a Level 2 - Customer Support Engineer to join our dynamic customer success team. This role is ideal for the candidate who wants to have their hands in code, troubleshoot technical issues, and solve customer problems. You will be responsible for handling technical customer queries and will be supported by a collaborative team that is focused on providing an extraordinary customer experience and has a real passion for problem-solving. What will I be doing? * Support and maintain customers who have implemented the Impartner PRM solution. * Triage and resolve customer issues and escalations in a professional and timely fashion. * Troubleshoot customer issues reported in the PRM and Partner Portal. * Respond to and manage our client's product-related issues following applicable SLA guidelines. * Explore technical issues to establish the root cause of problems and form a solution or workaround across a range of environments. * Reproduce customer issues and if necessary, file bug reports, call out cases to engineering, and provide the necessary documentation. * Be able to read system logs and help customers with API and SSO integrations. * Become familiar with many CRM platforms. Impartner PRM integrates with many CRMs, primarily Salesforce, and you will be expected to become familiar with these platforms to aid in issue troubleshooting. * Create technical knowledge content to support customer self-service goals. KRA:

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