Senior Tech Support Engineer

insightsoftware; United Kingdom; Remote; GBP 52,000 - 65,000; Full time

Job summary

Insightsoftware in the United Kingdom is seeking a Senior Support Engineer for Longview Software to provide advanced technical and application support to customers across multiple business lines. You will respond to inquiries, analyze data flows, troubleshoot issues, and maintain world-class service standards.

You will lead calls with customers, document troubleshooting steps, and collaborate with engineering.

Qualifications

• Experience in customer service role.
• Experience in corporate accounting and/or tax areas for large corporate entities.
• Excellent verbal and written communication skills.
• Ability to follow department policies and collaborate with cross-functional teams.
• Experience using AI tools to streamline workflows.

Responsibilities

• Provide advanced technical and application support to end users for Longview Software.
• Respond to inquiries and determine actions to resolve issues across multiple lines of business.
• Lead conference calls with customers to understand issues and business cases.
• Troubleshoot data and basic technical issues in CPM and Tax Provision software.
• Use AI tools to streamline workflows and assist customers.
• Transfer knowledge to customers and engineering teams.
• Assist in identifying new product opportunities and enhancements.
• Rotational on-call for afterhours critical issues.

Skills

Customer service

Verbal communication

Written communication

Problem solving

Attention to detail

Time management

Tools

AI tools

Job description

About Us:insightsoftware is a global provider of reporting, analytics, and performance management solutions that unlock the potential of business data and transform the way finance and data teams operate. We empower leaders from over 32,000 organizations to make timely and intelligent decisions. Our comprehensive solutions span Financial Planning and Analysis (FP&A), Controllership, and Data and Analytics. We deliver finance teams the insights required to navigate any economic climate and drive greater financial intelligence, while increasing productivity, visibility, accuracy, and compliance. Learn more at insightsoftware.com.Job Description:The Senior Support Engineer provides advanced technical and application support to end users for Longview Software. As the Senior Support Engineer, you will be responsible for responding to incoming inquiries and determining the appropriate action to resolve each issue across multiple lines of business. Provide assistance to customers (internal and external) regarding our products and services. Responsible for maintaining high customer satisfaction and world class service standards while representing the Customer Support Department.ResponsibilitiesProvide technical solutions and guidance throughout the support cycle for both the external and internal teams and customersAnalyze and explain data and process flow within a CPM and Tax Provision softwareTroubleshoot and resolve data and basic technical related issuesDevise client workarounds/temporary solutions as necessaryProvide information to customers regarding product operation, maintenance and repair by answering questions and requestsLead conference calls with customers to better understand issues and business cases at handUse of AI tools for steamlining workflows and assisting customers.Transfer Longview knowledge to the customer as requiredProvide structured information, as well as logs from troubleshooting to engineering teamsAssist in the identification and definition of new product opportunities and enhancementsRotational on call for afterhours critical issuesOther tasks as assignedHere’s what you’ll love:Your ability to champion new initiatives, and implement changeBeing a member of a dynamic, global and high energy team that is committed to building strong relationship with clients and customers and driving Longview successOpportunities to think outside of the box, make a mark, and be recognized for your contributionsUse of AI tools to manage your customers more efficientlyRequirements for the role:Experience and demonstrated ability in a customer service roleExperience in corporate accounting and/or tax related areas for large corporate entitiesExcellent verbal and written communication skills, ability to proofread and edit documentsConsistently follow department policies and procedures when working independently and with cross-functional teamsStrong attention to detail with the ability to retain knowledge of operating systems, procedures, products, compliance and customer information while managing multiple tasks and maintaining high accuracy standardsStrong problem analysis, problem solving, and decision-making ability under pressureExcellent research ability to offer solutions while adhering to policy guidelinesDisplay strong ability to manage projects and assume quality controlExperience of using AI toolsAbility to handle multiple tasks simultaneouslyAble to work well under pressure and time constraintsNice to Haves for the role:Any Longview product experienceHosting infrastructure fundamentalsThe salary range in United Kingdom for this position is 52,000.00 to 65,000.00 GBP Annual.For sales roles, this range includes the commission target. For non-sales roles, this is a base salary only range; additional bonus eligibility may apply.Your specific offer within this range will be determined by your skills, experience, and qualifications.We are committed to pay transparency and fair compensation practices. If you have questions about our compensation approach, please don't hesitate to ask during the interview process.Additional InformationAll your information will be kept confidential according to EEO guidelines.Learn more about our high-energy, high-performance global team: Work With Usinsightsoftware About Us: Hear From Our TeamBackground checks are required for employment with insightsoftware, where permitted by country, state/province.At insightsoftware, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.