Technical Support Engineer

Job Description

View All Jobs

Technical Support Engineer

× Email This Job Your First Name
Your Last Name
Your E-Mail Address
E-Mail Address to Share With
Subject
Message
Prove you're not a robot Send E-Mail Close Bengaluru

• Apply
• × Employee Referral Tell Us Who You Are First Name
  Last Name
  E-Mail Address
  Please complete all 3 fields. How Do You Want to Share?
  Close

Job Description

Job Title: Technical Support Engineer

Location: Bangalore, India

Function: Customer Support

Position Type: Regular, Full-time

Position Level:3

Xactly Corporation was founded to solve an important challenge: how to help people everywhere connect and unleash their human potential through seamless, perfectly aligned Sales Performance Management. Xactly’s comprehensive Sales Performance Management (SPM) suite leverages data from a sales performance AI platform to provide timely insights across the entire SPM value chain, from sales planning to execution, including compensation to optimization. Xactly takes Sales Performance Management from a dark art to a science, providing decision-makers with the data insights they need to tap the motivational power of their incentive compensation. With access to predictive analytics and benchmark data, enterprises can now optimize territories, design the right compensation and incentive plans and accelerate attainment and optimization of sales performance.

THE OPPORTUNITY

• As a Technical Support Engineer III in Xactly's India office, you will be responsible for providing excellent integration support for high profile customers. We are seeking an energetic, driven, and articulate team player who is passionate about technology, learning, and helping others. We’re all about making things easier, better, and more efficient. Our goal is to build the best Customer Support department on the planet, and you will help us do that!. At Xactly, we believe everyone has a unique story to tell, and these small differences between us have a big impact. When bright, diverse minds come together, we’re challenged to think different ways, generate creative ideas, be more innovative, and take on new perspectives. Our customers come from different cultures and walks of life all around the world, and we believe our teams should reflect that to build strong and lasting relationships.

THE TEAM

• Xactly’s Support team is growing rapidly and we need someone who can work on the product Xactly Connect and Pervasive ETL. Covering offices in San Jose, Denver, Bangalore, Uk and Toronto, we have customers globally and all resources are encouraged to operate independently with a high level of accountability, and have the ability to be a team player and work with multiple teams. And should be willing to work in night shift (US or UK shift)

RESPONSIBILITIES

• Casework - providing excellent application support for all Xactly products, specialized in ETL
• Communicate with customers regularly via phone, emails and online support tools
• Support testing of new product releases and patches
• Effectively communicate and document design, reliability, and maintenance problems to Engineering, Product Management, Technical Operations or Professional Services via formal escalation process Contribute solutions to the Xactly Knowledge Base and other publications
• Provide planning and design support for the development of solution architectures that will be implemented in a multiple system environment.
• Analyze the practices of implementation and support cases to identify product usage patterns and provide feedback to Product Management and Engineering
• Analyze data interfaces and set integration strategy by system type
• Configure integrations using best of breed integration tools
• Develop, unit test and system test solutions in support of customers user acceptance testing
• Work with assigned Xactly PS Consultants to manage end-to-end solution delivery and customer expectations
• Own Escalation management, Incident management, Reactive and Proactive 'Mass communication'
• Conduct ticket reviews to help engineers, identify skill gaps and organize appropriate trainings
• Assist hiring by conducting the first level - technical rounds
• Mentor new hires and ensure quick onboarding
• Review C-sat on all tickets, especially where the customer was unhappy and share findings with the team with an action plan to improve
• Promote a culture of innovation through New ideas and Process improvements
• Explore innovative ways to improve productivity and implements them to success

Required Skills:

• B.A./B.S in Computer Science, Engineering, Business Administration, or Information Systems
• Experience working with integrations, with at least two years of data integration experience and overall 6+ years in Customer Service
• Experience using/supporting ETL tools like Informatica, Pervasive, Cast Iron etc.
• Strong problem solving skills and analytical skills
• Ability to present solutions to both technical and non-technical people
• Experience with consulting/systems implementation
• Prior experience in a technical role for enterprise application implementation projects (e.g., ICM, ERP, CRM, HRMS) a plus!

WITHIN ONE MONTH, YOU’LL:

• Attend New Hire Training
• Learn the Support Process and Salesforce ticketing tool
• Gain exposure to Xactly’s product suite
• Learn about Xactly’s support tool
• Get to know your team
• Attend Incent product training session online and offline
• Knowledge transfer on ETL Tool used by Xactly
• Attend Xactly Connect Training
• Pervasive and Xactly Connect Code reviews and learn different tools like Razorsql, Jira & confluences

WITHIN THREE MONTHS, YOU’LL:

• Ensure the best support practices are being used in resolving customer cases assigned.
• Ensure to automate support processes wherever possible.
• Participate and contribute in maintenance and new product release and should be able to work individually on any tasks.
• Jump in on complex issues for team members across shifts
• Lead cross-team collaborations
• Mentor new hires and pick up 'onboarding' effectively
• Conduct quality audits at the ticket level
• Keep a close watch on the team goals on a monthly basis

WITHIN SIX MONTHS, YOU’LL:

• Partner and work cross functionally with other dev teams and the QE team
• Take full ownership of customer cases and provide the best customer support
• Continuously think about and work on process improvements for an always high-quality product
• Research unique ways to enhance existing tools
• Review metrics and trends, to review possible actions with internal stakeholders to improve processes and reduce ticket inflow
• Own knowledge Management at the team level
• Promotes a culture of innovation through new ideas and process improvements
• Explore innovative ways to improve productivity and implement them to success

BENEFITS & PERKS

• Paid Time Off (PTO)
• Comprehensive Insurance Coverage
• Tuition Reimbursement
• XactlyFit Gym/Fitness Program Reimbursement
• Kitchen Stocked Daily with Tasty Snacks, Fruit and Drinks
• Free Parking and Subsidized Bus Pass (a go-green initiative!)

THE XACTLY STORY

Xactly is a leading provider of enterprise-class, cloud-based, incentive compensation solutions for employee and sales performance management. We achieve this by following our vision: Unleashing human potential to maximize company performance. We address a critical business need: to incentivize employees and align their behaviors with company goals. Our solutions allow organizations to make better strategic decisions, optimize behaviors, increase sales and employee performance, improve margins, increase operational efficiencies, mitigate risk, design better incentive compensation plans, and reduce error rates in incentive compensation calculations. Our core values of Customer Focus | Accountability | Respect | Excellence are key to our success, and each day we’re committed to upholding them by delivering the best we can to our customers.

We were the first 100% cloud-based, multi-tenant provider focusing solely on the incentive compensation and employee and sales performance management market, and we achieved our leadership position through domain expertise and innovative technology. We deliver our solutions through a Software-as-a-Service (SaaS) business model.

Xactly is proud to be an Equal Opportunity Employer. Xactly provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law. This means we believe in celebrating diversity and creating an inclusive workplace environment, where everyone feels valued, heard, and has a sense of belonging. By doing this, everyone in the Xactly family has the power to make a difference and unleash their full potential.

Skills & Requirements Qualifications