Software Support Engineer (Adaptive Planning)

About the Role

The Role

This is a customer facing role that works closely with our product development and support analyst teams to help customers find workarounds and solutions to product issues. The support engineer is responsible for managing a ticket queue of cases with varying levels of complexity for the Adaptive Planning Financial Planning, Reporting, and Integration products and making sure that customers get timely updates. The ideal candidate has experience working within a SaaS support organization, enjoys working with customers, has some understanding of programming, and has experience working on SasS based enterprise web applications.

Location & Shift

This position is based in the Workday Heredia office. Candidates will be expected to work from the office at least 50% of the time. Typical shift will be from 8am - 5pm CST. Participate in on-call rotation to provide weekends, holidays and after-hours support when needed.

About You

Basic Qualifications

5+ years’ experience in a Support related role with 2+ years’ experience as a support engineer, preferred in an enterprise software product

Experience managing highly escalated cases across multiple enterprise customer accounts.

Working knowledge of Linux, SQL, DBMS, and any of the following : Java, .NET, C#, or any other programming language

Other Qualifications

Excellent analytical skills and ability to come up with solutions / workarounds to complex problems

Excellent written and verbal communication skills, combined with the ability to communicate with users at all levels and varying technical ability

Proactive, empathetic, team player who is responsive to customer needs and concerns

Have attention to detail and deep understanding of support best practices

Experience collaborating with internal development and / or QA teams, acting as a customer advocate.

Familiarity with finance and / or financial planning software applications / integrations is preferred. However, we also welcome applications from individuals with a strong interest in developing expertise in this area.

Have these technical skills :

Web Services / API

ETL, Pentaho, Integration Implementation or Support

Jenkins & Git

K8s and Docker

ELK / any log aggregation tool

JavaScript