Job Title:

Senior Product Support Engineer

Location:

San Diego, CA/Remote

Job Overview:

SoftClouds LLC is looking for Senior Product Support Engineer – that is passionate about delivering
excellence, making a difference, and taking client application support to the next level. Do you have at least 5 years of experience as a Product Support Analyst/Team Manager with a background in consulting or enterprise organizations, providing technical support for products, systems, and/or services for internal and external users This role is client facing and is the main day-to-day client lead contact managing a team supporting applications via a help desk model, delivering excellence via ongoing support that help our clients realize the benefits of their applications and solutions.

Required Skills and Experience:

  • At least 5 years management experience managing a team of support engineers and/or help desk analysts.
  • Experience assisting new and existing support engineers transition into and/or perform in their roles via direct
    management, coaching and mentoring.
  • At least 5 years of experience working with industry standard support roles (e.g. ITIL), including performing those
    performing the role of First Line and Second Line Service support team members.
  • At least 5 years hands-on experience troubleshooting, diagnosing, resolving, and supporting product/ application/
    service-related concerns.
  • Knowledge of and/or experience in performing and/or participating with teams delivering end user training or
    system education. Including experience creating/contributing to training programs and/or materials.
  • Experience using commercially available help desk/support center portals such as Zendesk, Jira, etc. Experience
    logging tickets, managing and resolving user queries/ tickets via these portals, and assigning tickets to next
    support level such as a technical/ product/ developer team member.
  • Knowledge of the purpose, use and content required to support end users and help desk accessible knowledge
    base. Ability to translate actions taken into documentation in support of enhancing existing and new knowledge
    base content.
  • Experience in working with teams and clients across global locations and engaging via phone-VoIP and/or textapp chat with clients and/or SoftClouds’ team members during non-office hours.
  • Ability to work standard and non-standard work schedules (e.g. non business hours and/or extended business
    hours) in a global time zone structure.
  • At least 5 years of demonstrated ability to build and maintain relationships by engaging developers, product
    experts and/or clients to establish credibility, solve problems, build consensus, and achieve objectives.
  • Experience in the role of support single point of contact performing activities such as providing status updates on product and service problems, assisting with technical issues and communicating ongoing problems and fixes
    internally and with clients.
  • Experience as a functional lead or expert with detailed understanding of system functionality, business
    applicability and solution intra and inter dependency related to comprehensive IT portals, applications, technical
    services etc.
  • Diagnosing, resolving, and repairing the issues to ensure optimal performance and usability for the various
    system users and providing root cause analysis with recommendations for improvements.
  • Strong written and verbal communication skills including the ability to lead client sessions troubleshooting
    sessions, manage support related group meetings and address dynamics such as dissenting viewpoints and/or
    conflicting business needs to resolution.

Qualifications:

  • Diplomatic and motivational skills including the ability to lead up, across and down multiple business and
    technology organizations with both client and internal SoftClouds’ teams.
  • Management skills with proven ability to work creatively and analytically in a problem-solving environment
    demonstrating teamwork, innovation, and excellence.
  • Experience leading client groups and project and program teams, including internal and external resources, to
    drive out solution approaches and/or technical solutions while adhering to Service Levels.
  • Demonstrated communication skills, both written and oral with technical and non-technical staff, at all levels of
    end user experience.
  • Experience influencing and gaining buy-in from team members, and peers.
  • Self-motivated and able to work independently and as part of a team, with the ability to adapt to change and
    competing demands.
  • Ability to perform other duties and responsibilities, as necessary.

Education:

  • Requires a minimum of a bachelor’s degree in engineering, business, computer science or related field
  • Oracle, SFDC and/or other Business/ Project Solution Certifications (PMP etc.) will be a plus

Interested? Send your Resume and Cover Letter to