Product Support Engineer (Business Intelligence)
Zone Co, United States

About Zone amp; Co

Zone amp; Co is a leading SaaS company committed to freeing finance teams from the limitations of clunky, disparate systems and manual processes. Our rapidly growing portfolio of solutions is built on the oracle NetSuite platform (the leading cloud-based ERP software platform) and offers advanced automation and integration solutions to a wide spectrum of business-critical functions, including complex billing amp; revenue recognition, to off-the-shelf advanced reporting, Payroll, AP automation, payments, reconciliations, approvals and more.

Zone helps over 3,000 companies worldwide work smarter, faster and more securely, whilst maximizing platform value. We do this with a growing innovation-minded team of over two hundred folks, based across North America, Europe and Asia Pacific.

Our journey has only just begun and we are excited to welcome talented individuals looking to grow alongside us. If this sounds interesting to you, we’d love to hear from you!

Learn more at www.zoneandco.com or follow us on LinkedIn: linkedin.com/company/zoneandco.

About the job:

This BI Product Support Engineer position focuses on day-to-day operations and support of Data Warehouse and Template App products and customers. In this role, you will be responsible for monitoring and supporting each customer’s daily refresh operations and providing support to customers’ questions and submitted support requests. In addition, developing processes to further automate the support and monitoring process.

Your day-to-day as a BI Product Support Engineer at a glance

• Monitor operations and health of each customer’s installation.
• Work support ticket queue to resolve issues submitted by customers or Zone employees as it relates to the DW and TA products.
• Collaborate with the development team to identify and fix bugs, implement enhancements, and improve product performance.
• Conduct training sessions for customers and internal teams to ensure they are able to effectively use our BI product.
• Develop processes and automation to improve visibility into issues and response time to resolution.
• Develop and maintain technical documentation, including user guides and troubleshooting manuals.
• Provide monthly and quarterly metrics as it relates to support such as the number of tickets, average response times etc
• Stay up-to-date with industry trends and best practices in BI and analytics to continuously improve our products and services.

Requirements

• 3+ years of Power BI and Azure Experience
• 2+ years of Azure SQL/TSQL
• Some experience with PowerShell scripting is necessary
• Strong problem-solving skills and the ability to think creatively to resolve technical issues
• Excellent communication skills, with the ability to explain complex technical concepts to non-technical audiences
• Ability to work independently and as part of a team in a fast-paced environment
• Customer-focused mindset

Nice to have:

• Bachelor's degree in Computer Science, Engineering, or a related field
• NetSuite experience a plus

Benefits

Benefits at Zone are all about helping you lead a fulfilling life outside of work. We know work is only one part of your life, so we do everything we can to support it.

We offer fully paid parental leave. We celebrate no-Friday weeks during the summer (every other Friday off). We provide an initial stipend for setting up your home office. All on top of fully covered, top-tier health insurance and unlimited vacation. See our full list.

Zone and Co is an Equal Opportunity committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state, or local laws.

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