The SeniorSupport Analyst/Engineer will
focus primarily on providing expert technical after-installation support to
clients, as well as troubleshoot complex software application issues quickly
and more efficiently. Duties involve responding to customers promptly and
professionally, accurately documenting problems and resolutions, and
collaborating with clients and internal employees to solve complex technical
problems. The job requires excellent technical and soft skills.

Essential Duties

• Work directly with clients to
  provide rapid and accurate analysis of production issues (including solution
  tracking);
• Provide support via tickets, chat,
  and phone to customers.
• Answer customer questions, file
  bugs, and reproduce, troubleshoot, resolve, and escalate issues as necessary.
• Own and drive customer issues from
  start to finish.
• Become an expert on a given product
  domain from both a business and technical standpoint.
• Actively participate in our online Community,
  learning about customer pain points, answering customer questions, and posting
  solution articles in your domain of expertise.
• Handle urgent escalation issues,
  ensuring we accurately prioritize based on severity and customer impact.

Minimum Requirements

• BS or MS in Computer Science,
  Engineering, or related. We will also consider other significant technical
  experience.
• Minimum of 7 years of application support experience.
• Strong Oracle SQL, PL/SQL skills required.
• Experience in Order-To-Cash (O2C) or
  Procure-To-Pay (P2P) cycle. Experience in Account Receivables(AR) and/or
  General Ledger (GL) is a plus.
• Experience in following technologies
  that support SaaS applications is an added advantage: REST API, SOAP API, web
  services.
• Excellent spoken and written
  English. All customer communications are in English.
• Strong communication skills,
  including the ability to adjust to the technical level of the audience and
  explain complex ideas clearly and concisely.
• Ability to work with a global teams
  and build strong cross-functional relationships.
• Positive attitude and the ability to
  overcome adversity; ability to stay calm under pressure.
• Strong desire and ability to
  continually learn new skills, processes, technologies, and product knowledge.
  You will learn something new every day!

Skills And Experience

• Bachelor’s Degree in Computer
  Science, Engineering, or equivalent experience,
• Minimum of 6 to 8-year software /
  ERP related experience desired.
• Knowledge of accounting concepts and
  Revenue Recognition is an addition.
• Excellent verbal and written
  communication skills.
• Order-To-Cash (O2C) or
  Procure-To-Pay (P2P) cycle experience in Oracle EBS (Financials)/Netsuite.
  Other ERPs can also be considered.
• Strong SQL, PL/SQL skills required.
• Working business knowledge of US
  GAAP and revenue accounting a plus.
• Ability to work efficiently in a
  time-critical environment and fast-paced environment;
• Problem-solving capabilities as well
  as excellent customer service skills.
• Ability to take ownership and follow
  through on client issues until resolution.
• Ability to effectively communicate
  and coordinate with peers and senior management as required.
• Strong organizational skills,
  attention to detail and technical judgment;
• Ability to work independently and
  self motivated.