Technical Support Engineer
SnapLogic, Inc. - San Mateo, CA

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SnapLogic is the leader in enterprise cloud integration, helping companies connect SaaS and enterprise applications for improved business agility and faster decision-making. We help customers achieve radical improvements in cost and performance by providing a cloud platform for creating holistic IT systems around their complex business needs.

Technical Product Engineer
  • This is a hands-on, technical engineering position dedicated to contributing our users’ successful experience with SnapLogic.
  • Work in close relationship with the Engineering and Development teams, influencing future product features and help identify functionality to help increase product efficiency and effectiveness.
  • The role demands a strong technical background and highly motivated team player with excellent communication skills that can also thrive independently.
  • Work directly with customers, sales and sales engineering on high-priority customer-driven tasks.
Responsibilities:
  • Manage issues related to the installation, configuration, and operation of our products via phone, e-mail and direct end-user interaction within defined service level agreements (SLAs).
  • Collect details necessary to design and create reproducible cases for issues that require Engineering and/or Development team analysis.
  • Submit defect and enhancement requests on behalf of end-users.
  • Become a SnapLogic subject matter expert ( SME )
  • Act in a development capacity on product, process and tool improvement projects.
  • Support (remotely) our Field team in troubleshooting network configuration and deployment issues at customers’ sites
  • Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment through a variety of mediums
  • Write and review technical knowledge base articles, solutions, FAQs, examples, and how-to guides for publication to customer and company knowledge systems.
  • Occasional on-call coverage for holidays/weekends for severity 1 Issues.
  • Occasional travel.
This individual should be able to:
  • Drive customer satisfaction through programs like “voice of the customer”
  • Drive product usage and adoption
  • Be a customer advocate
  • Make sure customers take advantage of all the features
  • Ensure users are effective with the product
  • Completely committed to providing positive experiences for customers
  • Work closely with SnapLogic Product management and operations, Product development, QA , Account Managers and other customer/partner relationship owners for seamless execution of the solutions.
  • Work as an advisor on the product best practices for better supportability.
  • Proactively build tutorials, how-to’s, features discovery, etc.
  • A good understanding of how to connect various systems and build integration flows.
Qualifications: 5+ years technical experience with:
  • Java or Python
  • HTTP technology and principles, including REST principles
  • Good understanding of networking protocols and applications ( TCP /IP, proxies, load balancing, firewalls, etc.)
  • Databases technologies and a working knowledge of SQL
  • In-depth familiarity of Linux (advanced user; sysadmin experience a bonus, but not required)
  • Proven interpersonal skills, working effectively with various levels of the organization, across many different functional areas
  • Excellent organizational skills (must be able to manage concurrent projects with different parts of the organization)
  • Self directed individual that continuously seeks out new challenges
Why work at SnapLogic
  • Be a part of “the next big thing”
  • Learn and grow within cutting edge technology
  • Work in a sphere that encourages creativity with endless possibilities
  • Have high visibility within your scope of work
  • Have fun! Enjoy catered lunches and “Snappy” Hours!
  • Check out what all the hype’s about at http://www.snaplogic.com/news!

SnapLogic, Inc. - 16 months ago - save job - block
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