Sr. Technical Support Engineer
Decisions, United States
Job Description
As a Sr. Technical Support Engineer at Decisions, you will be part of an integrated support team troubleshooting complex customer problems in the use of the Decisions platform. You will play a pivotal role in tackling high-level troubleshooting issues before they reach the Product Engineering team, offering in-depth analysis, and guiding team members on resolution strategies.
As a senior member of the Support team, you will collaborate closely with cross-functional teams, contributing to product improvements and enhancing customer experience. Support Engineers at Decisions are expected to have experience in developing and integrating server and client applications. Your work will be produced in the context of Decisions engineering best practices, including but not limited to the continuous support of development, deployment, integration, and monitoring.
Requirements
Objective #1: Complete Decisions Internal Training
- Participate and complete our internal self-paced Decisions Developer training materials and objectives
- Work though a self paced hands on Decisions SDK training exercise that will build on the topics learned in Decisions Developer training except be completed in code vs. the tools available in the Decisions Platform
Objective #2: Become an expert in Decisions Technical Troubleshooting
- Serve as the go-to resource for addressing complex Tier 3 technical issues, providing in-depth analysis, and guiding team members on resolution strategies
- Collaborate with the Engineering team to identify and escalate intricate problems, actively participating in root cause analysis and solution implementation
- Collaborate with clients and internal teams to unblock troubleshooting and ensure customer timelines for deliverables are met.
- Assist Tier 1 and 2 support engineers in addressing complex issues, sharing expertise and knowledge to drive faster resolution
- Create and maintain comprehensive documentation, including technical FAQs and troubleshooting guides, to improve support efficiency
Objective #3: Contribute towards continuous improvement in software delivery and customer experience
- Participate in product testing and validation, ensuring the release of high-quality software updates
- Understand and advise on improvements in Product telemetry to ensure customer issues are caught and resolved more quickly.
- Provide expert guidance to the Solutions Architecture team as they design processes for customers in the Decisions Platform.
- Stay updated with the latest industry trends, best practices, and technologies related to Business Process Automation (BPA) and technical support
Specialized Experience:
- Shall have at least five (5) years of specific software engineering experience related to front-end and back-end applications and/or data services.
- Shall possess experience in large-scale, high-performance enterprise big data application deployment and solution architecture in complex heterogeneous environments.
- Shall possess experience with automation and engineering tasks, data, infrastructure/operations, and security engineer tasks in various environments.
- Significant experience in software development and technical support roles, showcasing advanced problem-solving capabilities.
- Proficiency in programming languages such as C#, Java, or JavaScript, with a track record of delivering high-quality code.
- Expertise in Business Process Automation (BPA) platforms, with a strong understanding of process modeling and workflow optimization.
- Exceptional communication and collaboration skills, with a proven ability to lead and mentor technical teams.
Benefits
- Health Care Plan (Medical, Dental amp; Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary amp; ADamp;D)
- Paid Time Off (Vacation, Sick amp; Public Holidays)
- Family Leave (Maternity, Paternity)
- Short Term amp; Long Term Disability
- Training amp; Development
- Free Food amp; Snacks
- Wellness Resources