Support Engineer

Overview:

The Customer Operations team at PowerPlan provides industry best customer experience for ongoing maintenance of the PowerPlan application.  We are looking for a Support Engineer in our Product Support team who will contribute to the on-going success of PowerPlan’s customer experience.  The Product Support team provides technical and functional expertise to ensure PowerPlan’s customers reach their business goals with the PowerPlan software.  You will play a critical role in ensuring customer satisfaction by triaging, prioritizing and troubleshooting, including periodically reviewing application code, to identify an appropriate resolution of the issue.  You will be responsible for providing continual communication to the customer during the span of issue resolution and assisting junior resources as needed to ensure a positive customer experience is delivered.  As a Support Engineer, you will enhance your critical thinking, technical, troubleshooting, leadership and communication skills.

1. Provide SME level support for PowerPlan Application: Triage and prioritize inbound cases for assignment across all modules.  Administer personal queue in accordance with product support standards, including documentation of actions and time.  Manage time appropriately to ensure cases are resolved in a timely manner. Analyze, troubleshoot and periodically debug complex application code to determine root cause of issues.  Perform late shift and on-call assignments at SME level in accordance with product support standards.
2. Demonstrate quality customer experience through all interactions: Anticipate customer needs and give high priority to customer satisfaction and customer service. Deliver clear and concise written and verbal communications.
3. Lead team and participate in cross-functional operational initiatives to improve customer and team experience: Demonstrate a positive team attitude to contribute to the success of the team and/or PowerPlan initiative.
4. Continue growth of functional and technical knowledge in the PowerPlan application and use to mentor others on team: Understand and articulate the impact of the PowerPlan application and a high-level understanding of the flow of the business solution provided to customers. Deepen expertise and understanding of 1-3 component modules, with SME level knowledge in at least one component.  Continue to develop and maintain technical skills in PowerPlan primary development tools (SQL, PowerBuilder, .NET, PLSQL) and secondary development tools as needed (C, ABAP, etc.). Provide education and mentor others, serve as initial point of contact among support teammates to answer basic troubleshooting questions within SME area of expertise.

Required

• Bachelor’s in Computer Science, Information Technology, Engineering or a related subject matter field (Tax, Accounting)
• Excellent written and verbal communication skills
• Ability to analyze complex processes and identify root cause in a methodical manner
• Ability to collaborate and work as part of a team
• Ability to lead and influence team members
• Ability to quickly establish oneself as a trusted advisor to PowerPlan’s customers
• Understanding of system and network architecture, system platforms, system access, database design, SQL queries and network protocols
• Demonstrated ability to solve complex problems and possess high level of technical skills
• Knowledge of financial accounting processes (General Ledger, Accounts Payable, Accounts Receivable, Fixed Assets, Project Accounting, Close, Budget)
• Experience using and/or implementing PowerPlan products
• Knowledge and experience with developing complex SQL queries
• Ability to work alternate shift schedules and 24x7 on-call schedule as needed
• Skilled in MS Office Suite
• Must be authorized to work in the US

Preferred

• Experience with key enterprise applications, including ERP, EAM, and CRM (e.g., SAP, Oracle, Maximo, PeopleSoft)
• Hands-on experience working on or with capital projects, capital budgets and fixed asset accounting, or business tax software
• Industry experience within utilities, energy markets, oil and gas, mining, transportation, natural resources, or telecom
• Experience with Salesforce or similar support ticketing system

KEY COMPETENCIES

Competencies are specific behaviors that relate to a set of skills and abilities that are critical for employees to be successful in this position.  The competencies for this position are as follows:

• Accountability: Look for and take advantage of opportunities to learn new skills and develop strengths. Show commitment to achieving challenging goals. Assess work outcomes to identify and share learnings to inform future actions. Ensure that actions of self and others are focused on achieving organizational outcomes.
• Technical Ability and Critical Thinking: Demonstrate a sound understanding of technology relevant to the product; identify and select the most appropriate technology for assigned tasks. Identify ways to leverage the value of technology to achieve team/unit outcomes, using the existing technology of the business. Support compliance with the records, information and knowledge management requirements of the organization.   
• Customer Skills: Take responsibility for delivering high quality customer-focused services. Understand customer perspectives and ensure responsiveness to their needs.  Find opportunities to cooperate with internal and external parties to improve outcomes for customers. Help to improve customer skills across the team.  Able to handle client escalations with minimal assistance. 
• Leadership: Utilize facts to support claims. Help others to find solutions that contribute to positive outcomes.  Balances own responsibilities and growth with personal life.  Contribute to resolving differences with other staff or parties.  Respond constructively to conflict and disagreements.  Work towards positive and mutually satisfactory outcomes.

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Please note that this is a hybrid role that involves a combination of onsite work from our corporate office as well as work from home. While we strive to accommodate flexible working arrangements when sensible, there will be times when onsite work is required. This could include scheduled office days, team meetings, client meetings, or special events.