Technical Support Engineer

About the role

The Customer Support team provides support for Kantata SX installations on the Salesforce Platform (PaaS). The primary responsibilities include troubleshooting customer-reported issues, communicating and analyzing relevant concepts, positioning and accommodating Kantata SX capabilities, and enabling and engaging with colleague teams.

Responsibilities

• Troubleshooting/investigation of customer-reported issues and questions
• Communication and analysis of relevant concepts, configuration setups, and product information
• Positioning and accommodation of relevant Kantata SX capabilities and services
• Escalation handling, prioritization, communication, and customer advocacy for resolving functional issues
• Enablement and engagement with colleague teams – Education, Customer Success, Service Delivery, Sales – to recognize and identify action opportunities and optimize collaboration to enhance customer experience
• Time-specific shift attendance and resource schedule compliance for coverage purposes. Occasional shifted and off-hours tasks may be required
• Able to be successful in self-management and discipline towards attendance, communication quality, and team participation
• Voice and video meetings with customers and colleagues

Requirements

• Familiar general knowledge of modern web technology and accessibility
• Familiar knowledge of software development lifecycle
• Sound communication skills including business writing and excellent spoken and written English
• Demonstrable skill in analysis or technical problem solving
• Self-management, ability to maintain productivity and quality without constant direct supervision
• Hold or be studying a computer science or software engineering related degree or comparable and demonstrate key concepts
• Specific knowledge of Salesforce, Apex, and the master-detail object model (a significant plus)

Qualifications

• Ability to articulate technical concepts into concise and understandable explanations for a less technical reader

Skills

• General knowledge of modern web technology and accessibility
• Software development lifecycle
• Communication skills including business writing and spoken/written English
• Analysis or technical problem solving
• Self-management and discipline
• Knowledge of Salesforce, Apex, and the master-detail object model (optional but beneficial)

Benefits

Kantata offers a competitive compensation package, including a base salary ranging from $65,000 - $75,000, eligibility for a Company Wide Bonus Plan, and a remote role within the US. Additional benefits include strong work-life balance, a vibrant and collaborative team, and the chance to learn from industry experts.

Pay

$65,000 - $75,000

Schedule

Remote role within the US