Enterprise Software Support Engineer

Talent Leverage; Westminster (CO); On-site; USD 85,000 - 120,000; Full time

Job summary

EVS LLC, a Westminster, CO based enterprise SaaS company, seeks an Enterprise Software Support Engineer to join a growing team supporting an enterprise iOS application powered by Azure Cloud.

You will handle customer requests via email/phone, resolve issues independently or with developers, and use MS SQL to trace procedures. Strong communication and troubleshooting are essential.

Qualifications

• Strong communication and customer-friendly attitude.
• Exposure to web/mobile apps with backend databases.
• Analytical and troubleshooting capabilities for complex problems.
• Proficiency with MS SQL including tracing stored procedures.
• Experience with reporting tools such as Jasper, Power BI and Crystal Reports.
• Able to troubleshoot complex technical issues and learn new tech quickly.

Responsibilities

• Determine root cause analysis and resolve or escalate.
• Collaborate with developers to resolve complex problems.
• Communicate clearly with customers and manage expectations during incidents.
• Document issues, symptoms and findings from research.
• Create knowledge base articles for recurring issues.
• Test functionality with QA team and verify fixes.
• Build long-term relationships with customers and own incidents.

Skills

Strong communication

Web/mobile apps knowledge

Analytical troubleshooting

MS SQL proficiency

Troubleshooting complex issues

Detail oriented

Fast learner

Lead by example

Customer service

Tools

Jasper

Power BI

Crystal Reports

Job description

About the job Enterprise Software Support Engineer

Enterprise Software Support Engineer

EVS LLC, a Westminster, CO based enterprise SaaS company, is seeking ambitious and talented individuals looking to start or further their career at an energetic and quickly growing company. Our software runs every aspect of customers warehouse operation. The EVS Support Engineering Team is a critical component of our promise to provide exceptional service to our customers.

We are currently hiring an Enterprise Software Support Engineer member to join a growing team supporting an enterprise iOS application powered by the Microsoft Azure Cloud. You will be taking requests from our customers via email or phone and resolving issues independently or working with our developers to resolve issues. You will be using MS SQL to trace complex stored procedures. The three pillars of success for this role are: thorough communication, solid troubleshooting skills, and exemplary customer service.

Outstanding performers will have significant opportunity for career advancement within the organization.

Job Responsibilities:

• Determining root cause analysis and resolution or requesting escalation when required
• Working directly with developers to resolve complex problems
• Communicating clearly with customers and setting expectations throughout the incident resolution life cycle
• Documenting issues, symptoms, and findings from research through Zoho Desk
• Creating knowledge base articles for commonly recurring issues
• Testing functionality of new and existing software alongside our QA team
• Building and fostering long term relationships with our customers
• Owning incidents reported by customers and making sure problems are resolved within established SLA'

Required Qualifications:

• Strong verbal and written communication with a customer friendly attitude
• Understanding of web and mobile applications utilizing backend databases
• Strong analytical and troubleshooting capabilities for complex problems
• Demonstrated proficiency with MS SQL including the ability to trace complex stored procedures
• Proficiency with reporting tools such as Jasper, Microsoft PowerBI and/or Crystal Reports
• Proficiency in trouble shooting complex technical issues
• An inquisitive personality and eager to learn new technologies
• Must be a fast learner and be very detail oriented
• Ability to lead by example

To Really Stand Out:

• Zoho Desk administration and reporting experience
• Experience with WMS systems
• Experience with ERP systems
• Understanding of general warehousing, inventory, accounting, distribution and manufacturing principals
• Fluent in Spanish

Physical & Other Requirements:

• Speak and understand English
• Excellent interpersonal skills and solid communication
• Able to multitask, prioritize, and manage time efficiently
• Self-motivated and self-directed

Work Authorization:

• United States (required)

Location: Westminster, CO, USA