Software Support Engineer II

Job Type

Full-time

Description

Are you excited about a career in SaaS that has a direct effect on the hospitality industry? This might be the perfect opportunity for you!

In this role you will:

A Software Support Engineer at Actabl provides technical support for users of company products, including current and prospective clients, resellers, and professional product testing organizations. Researches, replicates, diagnoses, troubleshoots, and identifies solutions to resolve technical company product and system issues. Installs, configures, and fine-tunes the company's product. Provides detailed documentation of all technical issues within call tracking database. Collaborates with quality assurance and development teams on understanding of issues and steps needed to resolve them.

Typical Functions:

• Respond to and resolve client support tickets in a timely and efficient manner, ensuring customer satisfaction.
• Develop and maintain comprehensive process documentation to streamline support procedures and ensure consistent service delivery.
• Troubleshoot issues using SQL queries and stored procedures, ensuring effective data validation or resolution of client-related problems.
• Understand C# code to diagnose and resolve technical issues related to client support requests.
• Work closely with Product Owners (POs) and Development teams to troubleshoot complex issues and contribute to the development of new features and enhancements.
• Engage in ongoing professional development, focusing on product knowledge and the improvement of technical skills to enhance performance in the role.
• Write detailed user stories and requirements for development teams to ensure accurate and clear communication of client needs and issues.
• Join client calls ~30% of the time to assist with data collection issues, support, and any needed follow up on tickets, ensuring that client needs are addressed in a timely and professional manner.
• Proven experience working with reporting tools and understanding various software programs (PMS/POS/Labor/etc) with third-party vendor solutions.

Requirements

• Proficiency in written and verbal communication skills
• A Bachelor's degree in Computer Science, Engineering or related degree and 2-3 years experience with C#, SQL, and APIs
• Interpersonal skills leading to success - cooperative, courteous, flexible and good natured
• Ability to successfully organize and prioritize workload
• Capability to speak directly with clients and provide great customer service
• Reliable team player that is on-time, engaged and contributing
• Excellent problem solving skills are paramount
• Capacity to work independently and within a team environment

Employees at Actabl are eligible for for the following benefits:

• Competitive Pay
• 100% paid for benefits: health, dental, and vision insurance
• Traditional & Roth 401(k) plans with employer match
• Discretionary time off
• Flexible work arrangements
• Robust company holiday list and winter closure
• Leadership development

Sound like you? Please click on the "apply" button.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

You will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Salary Description

65,000-75,000