Integrations Support Analyst

About the Role

As a Technical Support Analyst, you will provide technical support to customers and consultants on complex products and applications. You will diagnose and troubleshoot highly technical and sophisticated software issues, report operational issues / product defects to Engineering teams, and collaborate with multiple stakeholders through resolution. The Analyst will also ensure outstanding customer experience through strong and timely communication on the status of issues as well as escalations, until an acceptable solution is delivered.

About You

Basic Qualifications

Integrations Support Analyst

3+ years of customer support engineering experience, providing technical support for software and environment issues for enterprise software applications such as : SaaS, Oracle, SAP, Netsuite, Zuora, Infor, Taleo, onsite ERP, Peoplesoft, Kronos, and / or Cornerstone

3+ years of SoapUI and Postman for troubleshooting XML and REST based web service requests

Sr. Integrations Support Analyst

6+ years of customer support engineering experience, providing technical support for software and environment issues for enterprise software applications : SaaS, Oracle, SAP, Netsuite, Zuora, Infor, Taleo, onsite ERP, Peoplesoft, Kronos, and / or Cornerstone.

6+ years of SoapUI and Postman for troubleshooting XML and REST based web service requests

Other Qualifications

Solid understanding of case handling processes and blocking issue procedures.

Ability to balance multiple priorities and communicate across organizational boundaries.

Knowledge of Splunk, Kibana, and other network tools

Excellent analytical skills and ability to provide solutions / workarounds to sophisticated problems; Passionate about problem-solving and have strong analytical skills.

Ability to collaborate and build strong relationships with customers. A phenomenal teammate who will also establish relationships across the organization to continue improving the way we serve our customers!

Accustomed to the pressure related to resolution timeframes and priorities that require multitasking.

Love to learn and can effectively absorb new technology and features.

You’re a confident communicator (verbally and in writing), who collaborates efficiently with users at all levels and varying technical abilities.

A self-starter with the ability to work autonomously to find workarounds and solutions, but know when to ask for help!