OVERVIEW

Join a world leader in intelligent process management. At iGrafx, we believe the right process can create competitive advantage. With iGrafx, our customers’ goals are prioritized, executed, and ROI is achieved.
We hire recognized leaders in their field who leverage their skills and experience to create measurable, improved outcomes for our customers and our company. We champion winning together and value humble, team-first leaders who also bring determination and resolve to meet commitments.
The Senior Software Support Engineer will focus on triaging support tickets & resolving Level 1 and Level 2 tickets while escalating tickets internally to the Engineering Team those tickets that require their direct involvement (Level 3). Direct and effective communication to customers is a necessary component of the support resolution process. Effective communication internally with the iGrafx Sales/Marketing, Product Management, and the Engineering Teams is also essential in providing customer resolutions. The ability to evaluate and improve internal processes to enhance the customer’s success is critical.

REQUIREMENTS

• Bachelor’s Degree preferred in business or technical fields, but other areas considered.
• High Emotional IQ
• Strong sense of ownership
• High technical adaptability
• Strong English communication abilities in both written & verbal. German language skills a plus
• Ability to work collaboratively in a team
• Ability to communicate directly with customers
• Ability to break down complex issues to work towards a resolution
• Mid-Level skills in 2 or more of the following areas:
  o SQL Query building
  o Active Directory/LDAP/SAML/SSO/SSL
  o Apache Tomcat
  o Azure-based technologies
  o Process diagramming/modeling/mining
  About iGrafx
  As a world leader in digital business transformation, our mission is to help Global 2000 companies transform their business processes into competitive advantages. Since 1991 we have helped more than 10,000 customers successfully execute their most critical strategic initiatives. Today, iGrafx serves 2/3 of the Fortune 100. Whatever the form of transformation, from customer journeys to corporate compliance to automating business processes, iGrafx ensures that goals are prioritized and executed, and ROI is achieved.
  Read more here: World Leader in digital transformation software solutions | IGrafx | About Us
  iGrafx is an equal opportunity employer and we welcome everyone to our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

The role of the Senior Software Support Engineer will include:

• Monitor the support ticket system for tickets and triage them appropriately for direct action or escalation to Level 3 (Engineering Team) while meeting the SLA commitments.
• Monitor the support mailbox for actionable items related to support or evaluations and direct those inquiries as appropriate.
• Troubleshoot and provide resolutions to customers by consulting with them on their technical environment to test out the issue scenarios and suggest work arounds or fixes.
• Create and maintain the publicly available iGrafx Knowledge Base articles.
• Effective communication with customers directly to reach a support resolution with a high EQ.
• Work closely and communicate well with the team to brainstorm ideas, create/meet deadlines, and drive tasks to completion.
• Be an advocate for the customer and the Technical Support Team for features/fixes with the Product Management and Engineering Teams.
• Assist in the improvement of the support and ticketing process to enhance customer success.
• Provide support to other team members.