Support Engineer II

Summary

Join Emburse as a Support Engineer and contribute to our mission of improving users' lives and businesses. You will be responsible for addressing client inquiries related to our expense and invoice management products, troubleshooting technical issues, and collaborating with cross-functional teams. This role requires strong technical skills, including SQL and Linux experience, as well as excellent communication and problem-solving abilities. Mentoring other Support Engineers and providing exceptional customer service are key aspects of this position. We offer a dynamic work environment and the opportunity to make a significant impact on a global scale.

Requirements

• Bachelor’s or Associate’s degree in Business Information Systems, Information Technology or similar field, and/or equivalent experience
• 2 years experience in a technical support role using SQL and Linux in a professional capacity
• 2 years experience of software support to business clients
• Ability to write intermediate SQL queries
• Ability to apply understanding of relational database structure to implement data corrections with little error
• Basic Linux command line experience
• Ability to communicate technical information to non-technical clients in a clear, articulate manner both written and verbally
• Great interpersonal skills to be able to work with clients and multiple departments
• Demonstrated ability to apply problem-solving and critical thinking
• Ability to manage and work both effectively and calmly under pressure
• Strong interpersonal and teamwork skills, with the ability to establish credibility, trust, and clear communication through the team or functional area

Responsibilities

• Act as an mentor to other Support Engineers on both product and technical knowledge
• Respond to incoming support cases and phone calls, resolving how-to and technical issues
• Troubleshoot issues and create intermediate data fixes, interim solutions (non-code fixes), or technical workarounds using SQL and other technical support tools
• Interact with internal and external SFTP environments for sending and receiving client data
• Address support cases in a timely manner, meeting or exceeding the established standards for the role, functional area, business unit and / or client SLA commitments
• Effectively utilize the case management system ( Zendesk) to prioritize and manage cases and document all client and internal correspondence
• Confirm, reproduce, and escalate potential product defects with proper documentation
• Collaborate with other cross-functional teams including Customer Success Managers and Implementation Specialists as well as other partners and vendors to provide excellent service to Emburse customers
• Independently perform assigned responsibilities with little or no assistance
• Support ERP integrations within the product environment and within the ERP environment, or by using knowledge of the ERP environment
• Evaluate, scope and process-map systemic change requests, and oversee execution
• Provide an exemplary customer service experience to internal and external stakeholders

Preferred Qualifications

• Experience using online web meeting presentation software
• Customer service experience
• Knowledge of accounting practices and terminology