Senior Customer Support Specialist, DUCO

• 3+ years of experience in enterprise customer support with technical products, preferably in SaaS products
• Experience working directly with external customers via email, phone, or video
• Experience in writing and maintaining support documentation
• Practical experience querying SQL Databases
• Very good troubleshooting skills and attention to detail
• Self-sufficient in researching Support tickets through various methods including technical documentation
• Superb communication and interpersonal skills, including being able to provide informative updates to customers and global internal stakeholders
• Willingness to take ownership of issues, including problem-solving and diving deep into the technical detail
• Excellent active listening skills to understand the customer’s real technical and business needs
• Ability to manage a busy workload and balance multiple priorities
• Willing to travel domestically and internationally as needed for company events and training
• Ability to attend the offices in New York or Boston for a minimum of 5 days a month

Desirable

• Our Support Engineering Team helps our customers solve the most complex technical issues they encounter, from implementation onwards
• You’ll be a client-facing technician, working directly with our products’ end users in many of the most significant institutions in the financial services industry, including banks and investment firms
• You‘ll be working directly with Engineering, including Application Software Developers and Platform Infrastructure Engineers, plus the Product Team and commercial teams including Customer Success, Sales, and Professional Services
• Deep investigation and root cause analysis into reported issues using a variety of tools
• Mentor junior levels and help Support Management team as Senior Individual Contributor
• Communicating and coordinating issues affecting customers with a focus on high priority and complexity cases for Enterprise customers
• Represent Support internally to key Engineering stakeholders
• Register, prioritise and document all incidents reported to the Support team using the relevant tools following the incident management procedure
• Managing customer escalations, expectations and communicating to various stakeholders
• Understanding customer needs including relevant features and configuration requests
• Collaborate with product teams to improve the product based on customer feedback and customer cases
• Actively participate in knowledge sharing among colleagues
• You’re comfortable jumping on calls with customers to help them and manage the case until it’s fully resolved
• Translating business needs into technical language (and sometimes back again!)
• Support US public holidays on a rotational basis

• We review applications on a rolling basis
• Our typical recruitment process for a role at this level involves three or four steps - a conversation with the hiring manager, speaking with some colleagues and key stakeholders, and a competency assessment where you'll have the opportunity to dazzle us with your skills
• Due to the distribution of our staff, some or all of these interviews may be held on video conference (Google Meet is our VC product of choice!)