Product Upgrade Support Engineer assisting Anaqua with client upgrades. Collaborating on technical issues and coordinating upgrade processes with internal teams in a hybrid setting.
About the role
- Technical Support Engineer providing client support for Anaqua's IP management solutions. Collaborating with clients and internal teams to resolve issues and ensure satisfaction.
Responsibilities
- Play a key role in the Support organization, working with large and prominent clients and internal staff in all departments.
- Effective interactive work with clients (email, phone, web, or in person) to diagnose and resolve product issues, provide best practice consulting and training, and ensure the highest level of client satisfaction with the ANAQUA products.
- Extensively researching and documenting clients technical, data, workflow issues, and working with the Engineering, Hosting, and Product Management teams to deliver solutions to our clients’ needs.
- Taking ownership of clients reported issues and seeing problems through to resolution.
- Meeting SLA while following standard procedures for proper escalation of unresolved issues.
Requirements
- Bachelor's or master's degree in computer science, software engineering (or any related technical discipline)
- At least 3-5 years of relevant experience in Tier 2 or 3 technical customer support (voice and email), with a strong customer interaction experience
- Hands-on technical work experience with PostgreSQL
- Excellent analytical, troubleshooting, and debugging skills
- Great attention to details when communicating with clients (verbal & written).
- Motivated by a fast-paced culture and ability to work as part of a global team.
- Flexibility in the organization of your work, allowing you to adapt to change.
- Ability to be a quick learner, autonomous, resourceful, and a proactive self-starter, while also remaining process-oriented and a team player.
- Business Intelligence and Reporting experience a plus but not required
- Legal experience and/or Intellectual Property knowledge a plus but not required
- Foreign language fluency in 1 or more languages preferred
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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