Customer Support Engineer III

Why We Need You - The Mission

Founded in 1980, SMA Technologies specializes in automation and analytics software solutions. As we grow, we are looking for a tenacious and collaborative Customer Support Engineer to help diagnose, troubleshoot, and provide documented solutions to partner with the customer's automation journey for all SMA Technologies software products.

Reporting to the Manager of Customer Support, the Customer Support Engineer will work on customer issues, manage escalations, troubleshoot, and resolve technical problems. You have the communication skills to understand, document, collaborate, troubleshoot, and resolve technical software problems in real world settings and communicate and educate the customer throughout the process. You understand the various layers of software support on multiple systems. You will use this information to solve problems for the customer and collaborate with the support team, improve quality of documentation for customers, and reduce time to resolution for customer cases.

Objectives - The Problems You'll Solve

Within your first 3 months, familiarize yourself with the team, the product, the customers and SMA software as it functions in a Production Environment.
Learn about the existing team, various customer bases, how support manages cases for various product lines and focus on understanding how to troubleshoot OpCon and VisualCron.
Gain comfort and familiarity with the functionalities of OpCon and VisualCron and how it brings value for our customers.
Familiarize yourself and start gaining experience with the most common types of technical challenges and innovative automation solutions for VisualCron and OpCon.
Take/Watch training videos on various topics related to OpCon and VisualCron. Engage with senior members to get trained on product understanding.
Within your first 6 months, be able to manage support cases through either Salesforce or Zendesk and become proficient in case management policy to update cases and update customers on progress and resolution. Collaborate with leadership and support team senior members to understand cases and policies.
Take proactive ownership of addressing and monitoring support cases as they come in.
Promote a helping and guiding culture towards customers to increase the value of the software and gain customer loyalty.
Proficient in communication of the problem, steps taken to troubleshoot, steps taken to resolve and any best practices to continually help the customer's use and understanding of the product.
Proactive engagement with all team members and leadership to improve the customer experience and the agent experience.
Identify areas for training and knowledge improvement and work with leadership to establish changes.
Become knowledgeable enough to join on-call rotation for US After hours.
Within your first year, we hope you ... Embrace a culture of engagement, teamwork and learning towards awesome customer impact.
Grow technically as you challenge yourself and immerse yourself in the world of automation software.
Enjoy a work life balance built around mutual respect, continuous growth, and personal achievement in solving automation challenges.
Competencies - What we're looking for

Experience supporting and resolving Software Application scenarios for Enterprise Customers: Our key objective is to have a strong support team that is technically equipped to correctly diagnose and use their creativity and passion for problem solving, while also building an extremely 'customer service' minded approach in your communication, organization and proactiveness. You are comfortable working with Enterprise customers in high-stress production environments to provide patient, customer-focused, technical expertise, and provide great communication.

Technical aptitude for : understanding various operating systems (e.g., Windows Server, Linux, IBM Mainframes); knowledge of TCP/IP, DHCP, DNS, SSL/TLS, etc., including HTTP/HTTPS protocols, status codes, headers, and methods (GET, POST, PUT, DELETE, etc.), as well as network systems (LAN, WAN, VPN); familiarity with the components of the supported software application(s), including databases, APIs, and third-party integrations; ability to read and analyze server logs, client logs, and application logs to trace issues; proficiency in writing and optimizing SQL queries to retrieve, manipulate, and manage data in relational databases; and familiarity with scripting languages (e.g., Python, PowerShell).

Passionate about sharing knowledge: You excel at collaborating with others.

Customer-focused: You are driven to improve customer service and promote an innovative and seamless solution for the customer. Your passion is to make the customers' experience better.

Interpersonal skills: We want you to be a person we enjoy collaborating with, spending time with, and investing in. You are motivated when working with a diverse team and being able to collaborate on continuous improvement.

Intellectually curious: You have a strong level of curiosity and care about learning and self-improvement. You are willing to try out new techniques and continuously improve your own skillsets and understanding.

Accountable: It bothers you when people don't follow through on their commitments. You have no problem planning the work, working the plan, and proactively communicating your progress along the way. You can tell us about times when you have rolled up your sleeves, taken ownership of a body of work, and delivered the results with minimal support.

What's in it for you?

At SMA, we pride ourselves on ensuring that our employees are taken care of and that you have what you need to succeed in and out of work. In addition to competitive compensation, we provide: A remote 1st environment - work where you'd like in the U.S. contiguous 48.
All the gear you need to be successful, including your choice of Mac or Dell. Laptop, $100/month phone + internet reimbursement, monitors, and gear to get yourself started plus a one-time $250 stipend to purchase any extras.
100% Company paid health, dental, vision, LTD, AD&D, and basic life insurance for you and your immediate family, plus a $1,800 per year company funded HSA account, plus paid parental leave.
Generous PTO and flexible working hours to accommodate a great work/life balance.
$2,500 annual Professional Development stipend to help you develop your skills.

How We Work - Our Core Values

Be Kind - We are kind and helpful. We care and act with empathy. We take care of ourselves, each other, and our customers. We understand boundaries. We believe clear is kind. We exhibit healthy behaviors and are self-aware.

Be Authentic - We are genuine. We are real. No pretenses. We know ourselves and celebrate our differences of thoughts, ideas, and skills. We show our true self -our whole self- everyday. We unlock our teams' potential by unlocking our own and each other's potential. There's only one you and we want to see it everyday.

Be Collaborative - We unite for a common cause. We are in pursuit of the best idea - not our own idea. As a remote company, we must collaborate and communicate to make a difference - an impact. We do this for our teams and for our customers.

Be Determined - Giving up is not in our nature. We are smart people who solve tough problems. We have a bias toward action. We strive for great outcomes. We achieve our goals. We deliver success for customers, ourselves, and each other.

Work Environment and Physical Requirements

Work primarily in a climate-controlled environment with minimal safety/health hazard potential. High level of stress. Sedentary, sitting, walking, infrequent lifting (overhead, waist level) from floor, bending, frequent near vision use for reading and computer use.

Physical Activity Frequency
Sitting 80%
Walking 20%
Crouching/Bending/Stooping 1%
Reaching 1%
Grasping 1%
Pushing/Pulling 1%
Near Vision 80%
Far Vision 20%
Hearing 100%
Speaking 85%
Lifting/Carrying - up to 10 lbs 20%
Lifting/Carrying - up to 25 lbs 1%
Lifting/Carrying - up to 50 lbs 1%
Lifting/Carrying - up to 100 lbs 0%

AAP/EEO

Unisoft International, Inc. dba Software Management Associates provides Equal Employment Opportunities (EEO) to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, genetics, or veteran status. This policy applies to all terms and conditions of employment including recruiting, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact 281-348-9606 or [email protected] for assistance.