Sr Product Services Engineer

Sr Product Services Engineer

Respond to customer queries in a timely and accurate way, via phone, email or chat. Research and analyze customer pain points by replicating and testing the issue in the sandbox environment. Conduct investigative work and trace root cause back as either a system defect, product enhancement or change management issue. Collaborate with the broader product team to diagnose software performance or algorithm performance issues leading to customer dissatisfaction.

Contribute to minor code and script changes and deploy hotfixes for class II engineering changes. Work with product owners to prioritize system enhancements or break/fix issues. Participate in Sprint planning and user acceptance testing prior to release. Work with software engineering to troubleshoot and test system enhancements. Contribute to the development and update of the Customer Knowledge database for common requests.

Ensure continuous improvement to operational and customer satisfaction metrics.

Employees in this role are analytical and creative problem solvers with a successful track record of handling large-scale, high-profile projects and deadlines. They identify, investigate and resolve complex software issues to ensure applications are performing to customer standards. Individuals will demonstrate technical expertise in software development and data analytics as well as expertise of the broader organization. This position applies analysis and problem-solving skills along with effective communication to drive customer-facing software application issues to resolution.

The ideal candidate is high energy, with the ability to independently prioritize multiple tasks in a fast-paced environment.

• Go in-depth technically across multiple technologies including application, network, host/virtual machine, and cloud environment resources as you actively seek solutions to business-critical customer environments
• Establish the root cause of errors and provide software and training solutions to improve customer experience
• Work with product owners to prioritize system enhancements and influence product roadmaps to meet customer needs
• Leverage advanced analytical and problem-solving skills to take on projects that drive process improvements and customer satisfaction
• Communicate technical issues to non-technical customers in a timely and accurate way, via phone, email, or chat
• Performs other job-related duties as assigned

• High School Grad / GED
• Bachelor's or Equivalent Experience
• Experience:
  
  4+ years

• Bachelor's - Information Systems
• Master's Degree