The Worldwide Cloud Support group is responsible for the ongoing monitoring and problem solving of ClickSoftware’s system for Cloud customers. ClickSoftware is seeking a real “techy” to join our Global Support Team. This will be someone who is passionate about working with cutting edge technologies and complex application deployments. This role is based in our US headquarters, and will support Israel, India, Europe and Australia. This role will encompass some travel abroad, mainly for training and customer visit purposes.
The right candidate enjoys making a business impact by unraveling complex technical challenges whilst working hand in hand in full partnership with key customers in understanding and solving problems. This person will be a self-starter, happy to work independently and managed remotely.
As a member of the Worldwide Cloud Support group, the Support Engineer is responsible to fast and high quality resolution of technical problems raised by customers. The job combines challenges of highly technical nature balanced with customer and partner interactions. Over time, the Support Engineer will be personally responsible for managing the technical status for a specific group of customers. As a result, you will gain a high level of knowledge of ClickSoftware’s products and associated Cloud infrastructural technologies.
ClickSoftware, Inc. 35 Corporate Drive, Suite 400, Burlington, MA 01803/p>
Provide technical expertise to support ClickSoftware's direct Cloud customers as well as partners, systems integrators and internal Professional Services project teams that implement our products
Reproduce reported issues, find the root cause for reported issues and provide a workaround and resolution in a timely manner while meeting department KPIs
Manage the technical relationship with a group of customers on a long term basis resulting in delighted customers
Work closely with the Cloud Operation group to deliver support to our cloud customers
Produce Knowledge Articles for general usage by peers/ related functions
Work closely with the R&D and DevOps groups to fix product bugs
Bachelor’s degree in mathematics, physics, information technology, computer science
Pro-active approach, ability to identify potential escalation situations with customers and take action to mitigate
Experience with Oracle, MS SQL-Server, and Windows Servers
Knowledge of cloud Implementations and Support – an advantage
Familiarity with Web-based business applications, IIS, XML, ASP – an advantage
Previous experience at a technical support Engineer and a customer facing role
Passion for learning by solving complex technical challenges
A Positive and effective communicator
Excellent written and verbal communication skills
Knowledge of ClickSoftware products - an advantage
Strong team player, able to interact well remotely
Willingness to travel