Support Engineer



Customer Service
United States
Posted on Saturday, July 6, 2024

Precisely is the leader in data integrity. We empower businesses to make more confident decisions based on trusted data through a unique combination of software, data enrichment products and strategic services. What does this mean to you? For starters, it means joining a company focused on delivering outstanding innovation and support that helps customers increase revenue, lower costs and reduce risk. In fact, Precisely powers better decisions for more than 12,000 global organizations, including 99 of the Fortune 100. Precisely's 2500 employees are unified by four company core values that are central to who we are and how we operate: Openness, Determination, Individuality, and Collaboration. We are committed to career development for our employees and offer opportunities for growth, learning and building community. With a "work from anywhere" culture, we celebrate diversity in a distributed environment with a presence in 30 countries as well as 20 offices in over 5 continents. Learn more about why it's an exciting time to join Precisely!

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Intro and job overview:

Precisely Support Engineers drive to solve complex issues and develop unique solutions to make our customers successful. Our customers depend on our technical support group's highly skilled technical engineers to help drive the success of their Data Integration investments, including Precisely Enterworks, and Enterprise products. Strong problem-solving skills, technical depth, communication, and the ability to develop creative solutions are a must.

Responsibilities and Duties:

  • You will provide world class technical support over the phone, email, and remote desktop connections. Including, but not limited to meeting SLA requirements, updating stakeholders in a timely manner, and documenting and recording critical information.
  • You will address and resolve issues quickly and effectively to ensure customer satisfaction.
  • You will investigate, analyze, and solve complex problems occurring on a wide range of platforms, software systems, and databases.
  • You understand the complexities of enterprise systems and be able to determine if the cause of an issue is within the product, third party libraries, user developed code or jobs, or platform libraries.
  • You will continuously learn new technology, tools, systems, and sharing that knowledge within the team.
  • You will create comprehensive internal and external Knowledge Base documentation for use by both customers and team members.
  • You will debug and provide recommended solutions and tools to address product issues and enhancements.
  • You will work periodic weekend shifts for on call support.

Requirements and Qualifications:

  • 2+ years’ experience developing and implementing technical solutions per diverse business use cases in Master Data Management or Product Introduction Management.
  • A bachelor’s and/or master’s degree in computer science, Systems Engineering, Management Information Systems or a similar field, or equivalent work experience. Understanding of database management systems, including relational database design principles, tuning, SQL execution, and configuration.
  • Customer-facing software support and/or consulting experience.
  • Technical experience supporting SAP systems, including data flows, processes, and best practices.
  • Practical experience in the Microsoft server-side product stack and development environments, including Microsoft Windows Server, Microsoft SQL Server, and Microsoft Office.

Preferred Qualifications:

  • You can read and write basic applications in one of the following coding languages: SQL (stored procedures), Java, HTML, JavaScript, PowerShell, CSS
  • You have experience working with a CRM system ( preferred), a ticket tracking system, licensing software, or other business applications.
  • SAP experience ECC,CRM, and Retail
  • Familiarity with third-party interfaces in SAP
  • Experience supporting medium to large-scale SAP landscapes.
  • Knowledge of Enterworks products.



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