Jr. Product Support Engineer
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Key skills for this role
Key Skills for This Role
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The Jr. Product Support Engineer is responsible for managing and resolving Tier 1 data delivery issues and support requests, ensuring timely responses and adherence to SLAs. This role involves monitoring active-hours alerts, addressing support items efficiently, and escalating issues when necessary to maintain data pipeline reliability. The engineer is expected to track and manage individual quarterly goals, participate in continuous improvement tasks and training, and contribute to documentation for support team knowledge. Proficiency in tools such as AutoTask, OpsGenie, and Palo Alto Firewall/VPN whitelisting is essential for executing daily tasks. By maintaining strong engagement, effective issue resolution, and continuous learning, the Junior Product Support Engineer plays a critical role in ensuring accurate and timely data delivery and product operations.
Essential Duties & Responsibilities:
Provide first-level customer support, serving as the initial point of contact for users experiencing issues with our products. This may include assisting clients via phone, email, chat, or other communication channels
Participate in continuous improvement initiatives to enhance product support efficiency and effectiveness
Proactively monitoring inbound queue and internal Teams channels for high priority issues and routinely communicating current statuses to issue reporters.
Diagnose and solve basic technical problems related to our products.
Accurately and efficiently identify cases requiring advanced resolution paths, while following routing protocols and ticketing procedures to escalate cases to Tier 2 Support Specialists or Feature DEV teams when appropriate
Clearly and concisely document of all support cases
Track and document client issues and resolutions in a ticketing system
Maintain strong knowledge of the company's products and services in order to accurately and efficiently resolve issues. Stay updated on product changes and updates.
Work to resolve issues within defined timelines as per the SLAs
Required Skills:
Associates degree or two years in a product support role preferred
Minimum two years of experience in troubleshooting or other technical role preferred
Ability to tailor communication to the appropriate audience (development, business, client, stakeholder)
Ability to multi-task and manage time effectively
Ability to think critically regarding process enhancements and can identify areas of growth.
Ability to contribute to, and maintain, a culture of collaboration and teamwork
Strong interpersonal and client service skills
Familiarity with using project management software (Jira is a plus)
What's in it for You?
Opportunity to work in the booming field of cloud, data management and analytics alongside some of the brightest minds in the industry
Opportunity to work with cutting-edge technology in a casual, fun environment
Opportunity to be a part of a local company committed to making a difference in our community
Chance to work with a rapidly expanding tech company
Competitive salary and benefits package
About Aunalytics
Private data and AI company serving banks, credit unions, and midsized companies with analytics and managed IT.
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