The Senior Support Engineer will operate as support personnel with deep knowledge of the product and services, to troubleshoot and solve issues or escalate to the development team as needed. The ideal candidate will be a creative problem solver, team player, and thrive in an autonomous work environment. Your main tasks will be to handle support cases, convert new support insights into standardized knowledge and provide insights into how to improve the products in a structured format.

Job Location: Remote Work, USA: Candidate must reside in one of the following states to be considered for this role. We are unable to make any exceptions to this rule: CA, CO, FL, GA, IL, ID, IN, MA, MD, MO, MI, NE, NC, NJ. NY, PA. TN, TX, VA, WA

Why work for SuccessKPI: 

• Opportunity to work for an organization that prides itself on offering a diverse and dynamic culture where employees are proud to work
• Opportunity to work for a fast-growth global company in the rapidly growing analytics space
• Opportunity for career development and growth opportunities as we grow and scale
• Opportunity to build industry relationships and work alongside seasoned industry experts
• Opportunity to work with our leadership team to strategize, collaborate, and solve customer challenges every day - YOU HAVE A VOICE AT SUCCESSKPI!

What You’ll Do:

• Actively manage the support queue to answer and resolve to Integrate product-related issues, by promptly dealing with tickets in a timely, human manner and answering questions via several channels. 
• Join customer calls to provide input on platform-related issues or questions. 
• Test possible bugs resulting from cases and be able to replicate issues, using tools such as FullStory 
• Collaborate with Product and Engineering with regards to new support tickets submitted to Jira 
• Provide testing as needed for specific Integrate product releases 
• Populate and update the Integrate Knowledge Base with applicable information and documentation. 
• Deliver product-related training (working in conjunction with training partners) as needed. 
• Own projects related to improving our support, processes, and self-service. 
• Update the pipeline of customer suggestions and feedback to improve Integrate Products. 
•  Experiment! – our Support team, our platform, and our company are evolving, so everything can change. 

What You’ll Bring: 

• BA/BS degree in related field required.
• 3 years’ experience utilizing teaching and facilitation skills.
• 5-8 years’ experience in the financial industry and/or software development industry is a plus.
• Software training experience highly preferred.
• Strong team player and excellent problem-solving skills.
• Excellent written and oral communication skills.
• A willingness to travel to various customer facilities to conduct on-site training (when safe to do so).
• Ability to provide exceptional follow through and be customer service driven.
• SQL experience a plus