Technical Support Engineer - Target Process

Job Description

You :

We are seeking individuals who are passionate about technology, to provide complex support services of our SaaS solutions. Reporting to the Manager of Customer Support, this individual will work closely with our customers and Customer Success Managers to provide break-fix support, operational maintenance, and premium support services. This position is an integral part of Apptio's long-term relationship with its global customers, and the efforts put forth by this individual will directly impact the long-term success of the relationship. In order to succeed in this team, this individual must have the passion and energy to work in an entrepreneurial and fast paced environment.

Us:

Apptio support is a global 24/7 team whose mission is to provide our customers with world class support. We strive to go above and beyond for our customers ensuring their success using our Apptio products.

What we want you to do:

• Help customers with product questions, resolve customer issues in a timely fashion
• Use your business and technical analysis skills and knowledge of IT environments to solve complex issues and promote best practices
• Monitor and react to alerts in our own cloud environment
• Build and maintain excellent relationships with clients and achieve the highest level of customer satisfaction
• Work as part of our extended support team in a startup atmosphere, doing whatever it takes to exceed customer expectations
• Collaborate with other departments in the company to achieve customer satisfaction.

Basic qualifications:

• 2+ years of experience in technical support, software services, or system administration for a large end-user community
• Minimum Bachelor Degree in Engineering
• Flexibility to work in US West and India shift (rotationally)
• Strong database skills, with the expertise to write and update SQL queries with ease
• Basic knowledge of JavaScript
• Experience with Troubleshooting Skills, Data Analysis Skills, Windows Servers
• Experience with RESTful API is an added advantage
• Knowledge of Agile methodologies such as Scrum, Kanban, SAFe will be a plus.

Competencies and Attributes:

• Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment;
• Ability to effectively communicate as the internal expert with customers at an executive level on in-depth technical details, progress and next steps;
• Ability to successfully manage your time, balancing multiple tasks with varying levels of priority and urgency;
• Acting as a customer champion by being the voice of the customer, checking communication channels to stay on top of and communicate effectively and proactively with the company or team updates;
• Being an example that continues to drive until the root cause is established with clear plans to resolve the customer issue.

The Company

Apptio is the leading software to fuel digital transformation. We help technology and finance leaders make smart decisions as they plan, analyze, and optimize technology investments in pursuit of digital transformation. Apptio’s software uses machine learning to translate technology costs and utilization across on-premises systems, vendors, projects, agile and cloud systems into a holistic, business-centric view. With Apptio, IT leaders make smarter digital transformation investments. Companies of all sizes and geographies trust Apptio to fuel their digital transformation, including 50% of the Fortune 100. For more information, please visit www.Apptio.com .

Apptio Inc. is not open to 3rd party solicitation or resumes for our posted FTE positions. Resumes received from 3 ^rd party agencies that are unsolicited will be considered complementary.

Apptio, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Apptio, Inc. complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.