Support Engineer

POSITION OVERVIEW

The Support Engineer is a member of e2open’s customer support team responsible for providing support to a diverse global customer base. Working directly with customers the Support Engineer is the primary point of contact for a wide variety of customer inquiries related to our products and services. Primary activities include issue diagnosis, troubleshooting, and incident management. The Global Support Engineer will use strong problem-solving skills combined with excellent communication and customer focus to maintain high levels of customer satisfaction.

RESPONSIBILITES:

• Provide exceptional overall client experience to clients using time-sensitive, mission critical applications.
• Research, diagnose, and respond to client inquiries in an expeditious, thorough and professional manner. Ensure KPIs are met consistently to achieve customer experience excellence.
• Identify, select, and manage cases to work on; determine root cause resolution workflows and propose a solution to the customer.
• Write basic level SQL queries to identify and troubleshoot customer issues through analyzing a various factors and determining the best approach.
• Manage customer suppor...