Technical Support Engineer

What You'll Do:

• Deliver informed and reliable direction, both technical and non-technical to help customers integrate, deploy and troubleshoot SnapLogic issues
• Manage and resolve challenging issues for SnapLogic partners and customers
• Resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or answer technical questions about the SnapLogic software and platform.
• Analyze data with a view to isolate the potential cause of the issue
• Take ownership of customer issues, including initial troubleshooting, identification of root cause and provide resolutions
• Meet or exceed customer expectations on quality, timeliness, documentation, resolution and customer experience.
• A creative thinker to come up with process improvements and new ways to improve customer satisfaction.
• Work directly with customers, sales and sales engineering on high-priority customer-driven tasks
• Collect details necessary to design and create reproducible cases for issues that require Engineering and/or Development team analysis
• Submit defect and enhancement requests on behalf of end-users
• Become a SnapLogic subject matter expert (SME)
• Act in a development capacity on product, process and tool improvement projects
• Support (remotely) our Field team in troubleshooting network configuration and deployment issues at customers' sites
• Work as an advisor on the product best practices for better supportability
• Effectively communicates procedural and technical issues to internal and external customers in a fast-paced and customer critical environment.
• Work closely with SnapLogic Product management and operations, Product development, QA, Account Managers and other customer/partner relationship owners for seamless execution of the solutions
• Write and review technical knowledge base articles, solutions, FAQs, examples, and how-to guides for publication to customer and company knowledge systems
• Occasional travel may be required

What We're Looking For:

• Ability to cover European Time working hours
• A good understanding of how to connect various systems and build integration flows
• B.S. in Computer Science or similar field
• 2-3 years technical experience with: Java or Python, HTTP technology and principles, including REST principles
• Good understanding of networking protocols and applications (TCP/IP, proxies, load balancing, firewalls, etc.)
• Working knowledge of database technologies and SQL
• In-depth familiarity of Linux (advanced user; sysadmin experience a bonus, but not required)
• Proven interpersonal skills, working effectively with various levels of the organization, across many different functional areas
• Excellent organizational skills (must be able to manage concurrent projects with different parts of the organization)
• An individual who will drive customer satisfaction through programs like the voice of the customers
• Someone who will drive product usage and adoption
• A customer advocate
• Someone who enjoys proactively building tutorials, how-to's, features discovery, etc.
• A self-directed individual that continuously seeks out new challenges