Product Support Engineer

Experlogix, Inc.; Dallas (TX); On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Commission plan

Medical/Dental/Vision insurance

Stock/Equity plan

Life Insurance

401(k) with company match

Teledoc virtual health

Holidays and PTO

Job summary

Experlogix, Inc. is seeking a Product Support Engineer to become a technical expert in the Design Center component of Experlogix CPQ.

You will work with customers, consultants, developers, and product managers to diagnose and resolve complex product configuration issues. This role focuses on solving challenging technical problems, analyzing business processes, and maximizing the value of enterprise software for customers.

Qualifications

• Bachelor's degree or equivalent practical experience.
• 2+ years supporting enterprise software/SaaS/CPQ/CRM/ERP/business apps.
• Strong analytical and troubleshooting skills for complex technical issues.
• Experience writing SQL queries for troubleshooting and data validation.
• Excellent verbal and written communication; able to explain technical concepts to technical and non-technical audiences.
• Strong organizational skills; able to prioritize multiple issues in a fast-paced environment.
• Self-motivated with attention to detail and problem solving.

Responsibilities

• Investigate and troubleshoot complex issues related to CPQ Design Center, modeling, pricing logic, rules, and workflows.
• Analyze configurations, models, queries, and behavior to identify root causes and solutions.
• Reproduce issues in internal environments and document steps.
• Create bug reports and enhancement requests for PM, Dev, and PS teams.
• Use SQL, FetchXML, OData to validate data and perform root cause analysis.
• Interpret logs, configs, and diagnostics to isolate problems.
• Collaborate with PM, Dev, PS, and Support to resolve issues.
• Provide guidance on modeling, business rules, calculations, and integrations.
• Maintain knowledge-base documentation for recurring issues and procedures.
• Participate in product testing and validation of fixes and features.
• Develop expertise in Experlogix products and related technologies.

Skills

Analytical skills

Troubleshooting

Communication skills

Time management

Problem solving

Education

Bachelor's degree in CS/IS/Engineering

Tools

SQL

FetchXML

OData

XML

JSON

HTML

CSS

JavaScript

REST APIs

Jira

SQL Server

Dynamics 365

Salesforce

Job description

Position Summary

As a Product Support Engineer, you will become a technical expert in the Design Center component of Experlogix CPQ. You will work directly with customers, implementation consultants, developers, and product managers to diagnose, troubleshoot, and resolve complex product configuration issues.

This is not a traditional call center or customer support position. We are looking for individuals who enjoy solving challenging technical problems, analyzing business processes, and working with enterprise software.

Successful candidates have strong analytical abilities, enjoy investigating root causes, and are passionate about helping customers maximize the value of enterprise software.

Key Responsibilities

• Investigate and troubleshoot complex technical issues related to Experlogix CPQ Design Center, product modeling, configuration rules, pricing logic, document generation, and business processes.
• Analyze customer configurations, models, queries, and application behavior to identify root causes and implement effective solutions.
• Replicate customer-reported issues in internal environments and document findings with detailed reproduction steps.
• Create clear, actionable bug reports and enhancement requests for Product Management, Development, and Professional Services teams.
• Utilize SQL, FetchXML, OData, and other query languages to validate data, troubleshoot issues, and perform root cause analysis.
• Interpret application logs, configuration files, and system diagnostics to isolate technical problems.
• Collaborate with Product Management, Development, Professional Services, and Technical Support teams to resolve customer issues.
• Provide technical guidance and best practices for product modeling, business rules, calculations, workflows, and integrations.
• Maintain high-quality documentation within the knowledge base for recurring issues, troubleshooting procedures, and product functionality.
• Participate in product testing and validation of software fixes and new features.
• Continuously develop expertise in Experlogix products, Microsoft Dynamics, Salesforce, and related technologies

Required Qualifications

• Bachelor's degree in Computer Science, Information Systems, Engineering, Business Information Systems, or equivalent practical experience.
• 2+ years of experience supporting enterprise software, SaaS applications, CPQ, CRM, ERP, or business applications.
• Strong analytical and troubleshooting skills with the ability to investigate complex technical issues.
• Experience writing SQL queries for troubleshooting and data validation.
• Excellent verbal and written communication skills with the ability to explain technical concepts to both technical and non-technical audiences.
• Strong organizational skills with the ability to prioritize multiple issues in a fast-paced environment.
• Self-motivated with excellent attention to detail and a passion for problem solving.

Preferred Qualifications

Experience with one or more of the following technologies is highly desirable

• Configure, Price, Quote (CPQ) solutions
• Microsoft Dynamics 365 (CE, F&O, Business Central)
• Salesforce
• Microsoft Dynamics AX or NAV
• NetSuite
• CRM and ERP implementations
• SQL Server
• FetchXML
• OData
• XML, JSON
• HTML, CSS, JavaScript
• REST APIs and web services
• IIS and Windows Server fundamentals
• Azure DevOps or Jira
• Product configuration, business rules, workflows, or data modeling

Bonus Experience

Experience supporting or implementing enterprise applications in any of the following industries is highly valued:

• Manufacturing
• Distribution
• Industrial Equipment
• Engineering
• Construction
• Healthcare
• Professional Services
• Experience working with product configuration, BOMs, pricing engines, quoting processes, manufacturing workflows, or sales automation is also highly desirable.

Find Your Passion at Experlogix!

At Experlogix, we strive to create a culture of dedicated and engaged team members with a strong organizational commitment. We emphasize growth and place people in careers, not jobs, with opportunities to grow personally and professionally. Our purpose is to fuel your passion through rewarding careers and opportunities! See why we were named a Top 10 Dynamics Marketplace solution by Microsoft and as one of the best software and service companies in the Silicon Slopes!

Our Company

Experlogix is a global leader in Configure, Price, Quote (CPQ), eCommerce and Document Automation technology, specializing in fully integrated solutions for the Microsoft Dynamics, Salesforce, and SAP platforms. We have physical offices in the US, Canada, Belgium, and the Netherlands and remote team members worldwide.

Our Benefits

• Competitive base salary with variable commission plan
• Medical, Dental, and Vision insurance
• Company Stock/Equity Plan
• Life Insurance
• Short Term/Long Term Disability Insurance
• HSA/FSA accounts
• 401(k) with company match
• Teledoc virtual health
• Health advocate Employee Assistance Program
• Paid holidays and PTO. We encourage you to "use it and enjoy it!"