Senior Support Analyst

Job Description

Beyond Limits - Tacoma, WA

Position Overview
The Senior Support Analyst provides technical application support for customers, resellers, and partners as part of a fast paced, dynamic team assisting customers who have purchased/deployed Altec’s proprietary document management software, DocLink. In addition to managing your own caseload, this position acts as an escalation point for Tier 1 support. If you are a technical resource who can manage high volume cases with excellent troubleshooting and professional communication, we want to talk with you.

Job Duties and Responsibilities:

• Functions as escalation resource for more complex support issues.
• Work cases to resolution autonomously with little assistance.
• Apply SQL knowledge to facilitate resolution of support issues.
• Escalate issues to Development after cases have been vetted as valid software bugs.
• Manage customer expectations with regard to their resolution timeframe and status.
• Take ownership and accountability for the case resolution process.
• Acquire and maintain current knowledge of existing and older product offerings in order to support customer environments and configurations.
• Participate in knowledge transfer exercises, assist new support staff to increase their knowledge and increase their overall capability of handling problems without assistance.
• Write, edit and maintain knowledgebase entries.
• Responsible for one on-call/afterhours weekly shift every 4 weeks.
• Although infrequent, must be willing to travel for training and customer visits.
• Other duties as assigned base on company needs, candidate's strengths and experience.

Minimum Qualifications:

• Strong analytical and problem-solving skills
• Attention to detail with strong organizational skills
• Ability to prioritize effectively and to perform proactively
• Technical degree (B.S) and minimum of 4 years software support experience
• 4 years work experience as a Support Analyst

Preferred Qualifications:
In addition, work experience in two or more of the following areas:

• Experience with multiple Server and workstation OS platforms.
• Working knowledge of Citrix or Terminal Services
• Hands-on experience with one or more network and routing protocols
• Experience/knowledge of MS SQL Server, SSRS Reports and SQL scripting
• Experience/Knowledge of HTML, JavaScript, XML, web applications and services
• Experience/knowledge providing technical support for multi-tenant SaaS applications a plus.
• Application support for accounting financial systems (example: Intacct, Acumatica, Sage, Dynamics, and Epicor products) and familiarity with accounting processes and terms a major plus.

About Altec
Altec is a leading provider of Integrated Document Management (IDM) solutions to mid-market companies. For more than 25 years, Altec has provided a wide range of accounting-centric paper to paperless solutions including its flagship product, doc-linkTM, which enables companies to capture, archive, workflow and route structured and unstructured documents to customers, employees and vendors. Altec’s comprehensive solutions include IDM, output management, MICR check disbursement and paper documents that serve more than 13,000 customers worldwide.About Beyond Limits
Beyond Limits is a pioneering Artificial Intelligence engineering company creating advanced software solutions that go beyond conventional AI. Founded in 2014 with a legacy in space exploration, Beyond Limits is transforming proven technologies from Caltech and NASA’s Jet Propulsion Laboratory into advanced AI solutions, hardened to industrial strength, and put to work for forward-looking companies on earth. We leverage this unparalleled innovation portfolio, along with proprietary cognitive technologies, to help companies solve tough, complex, mission-critical problems and transform their business. We apply a unique hybrid approach to AI, combining numeric AI techniques like machine learning with higher-order symbolic AI and expert human knowledge to deliver intuitive cognitive reasoning and information. Our cognitive computing technology mimics human thought processes and provides explainable reasoning to aid human-like decision-making.
_{Beyond Limits provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Beyond Limits complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.}

^{Beyond Limits expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Beyond Limit’s employees to perform their job duties may result in discipline up to and including discharge.}