ProcessUnity is hiring a
Technical Product Support Specialist, Remote - United States

Summary

ProcessUnity is hiring a Support Engineer / Technical Product Specialist to provide customer support for their GRC platform, troubleshoot technical issues, and maintain expert knowledge of the products. The role is remote but ideal candidates would be near Concord, MA. Salary range: $65,000 - $85,000.

Requirements

• Team-oriented self-starter
• Hands-on technical experience configuring browser-based SaaS applications
• Direct experience administering Microsoft SQL Server
• Demonstrated problem solving skills and organized, methodical thinking to resolve complex issues
• Demonstrated previous experience in learning technology quickly
• Ability to articulate concepts to non-technical users in a relatable way
• Interpersonal skills including the ability to speak and write clearly and professionally
• Exposure to field of software development / previous experience in software business
• Responsible, reliable, confident, committed, empathetic, genuine, and helpful working style
• Self-motivated, self-directed, adaptable, multi-tasking mindset

Responsibilities

• Maintain expert working knowledge of ProcessUnity products, features and best practices
• Troubleshooting and resolving platform, integration, network, and browser issues
• Strong focus on customer success and customer satisfaction
• Manage tickets to closure, ensuring excellent support is provided on a timely basis
• Maintain knowledge and familiarity with existing support resources (help center, webinars, videos)
• Interface closely with QA and Product teams for support-related topics
• Support/assist sales engineers and implementation team to resolve platform issues, challenges
• Helping to define and establish application and business level KPI
• Writing and executing SQL queries against Microsoft SQL databases data sources
• Reviewing system event and error logs to determine issue root cause
• Configuring and responding to system alerts orchestrated by either ProcessUnity or outside monitoring sources
• Leverage Microsoft Azure to validate system and resource health

Preferred Qualifications

• Some experience administering a SaaS based solution in Microsoft Azure or comparable cloud provider
• MS Excel experience, including expression writing, function knowledge, VLOOKUP, pivot tables, etc
• Configuration of SSL, SAML, Web Services (REST and SOAP), and other customer integration points
• Some knowledge of PowerShell or other scripting languages

Benefits

Salary range: $65,000 - $85,000 depending on experience