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Application Support Engineering Analyst (Premier and Enterprise)

Remote:

Full Remote

Contract:

Full time

Experience:

Mid-level (2-5 years)

Work from:

United States

Offer summary

Qualifications:

Curious mindset, Strong technical support experience, Knowledge of Web Applications, Infra, Database systems.

Key responsabilities:

Provide Level 2 technical support to global customers
Interact with customers through various channels
Improve support processes and documentation

Pipefy

501 - 1000 Employees

See more Pipefy offers

Job description

We are a collective group of fearless people with a clear purpose: to empower professionals around the world through intelligent workflow automation software. Currently, more than 500 people across 7 countries work with us, remotely or in a hybrid way, to make life easier for over 3,000 companies using Pipefy in more than 180 countries. Since our founding in 2015, we have put people at the center of everything we do, so we invite you to learn more about this position and apply to be part of our team.

The APPLICATION SUPPORT ENGINEERING ANALYST is the main source of technical support and information to Pipefy's internal and external customers, sharing knowledge and answering technical questions in layman's terms for those who need it.

Their main goal is to align, investigate, troubleshoot, resolve, and prevent; product and customer issues; as quickly as possible ensuring satisfaction, following company strategy, and minimizing impacts.

Main Responsibilities:

Provide Level 2 support to customers, resolving technical issues/errors in a live production environment;
Provide detailed and organized feedback to Engineering & Product managers regarding product problems, enhancements, and new features as requested;
Interact with customers across the globe through email, technical calls, and chat;
Balance and prioritize multiple tasks from different sizes and business importance;
Improve support processes and procedures;
Contribute to the creation and application of technical training for the team;
Document processes, practices, resolutions, automations, scripts, queries, and workarounds;
Prioritize and make decisions based on data aligned with the company's business guidelines and strategy.

Requirements:

Be curious and enjoy investigating the causes of problems;
Have a critical line of thinking and problem-solving skills;
Speak English, have strong verbal and written communication skills, and ability to explain IT complexities using simplified terms;
Enjoy learning new skills and being proactive to take on different projects;
Have the ability to thrive in a dynamic environment with minimal supervision;
Strong experience in supporting and troubleshooting Web Applications.
Knowledged of Infra, Database, and/or Monitoring systems.
Experience in creating advanced queries using SQL;
Experience with RESTful and/or GraphQL APIs;
Experience with Network technologies such as Proxies, load balancers, LDAP, Active Directory, SSL, APIs);
Experience working with Linux terminal.

Benefits: