Terra Dotta is a global software company that provides more than 700 organizations with software that allows them to better manage international education and travel risk management programs. Terra Dotta offers an exciting workplace dealing with organizations worldwide and working with staff who have worked, lived, and studied around the globe. We foster internationalization for incoming and outgoing teams, faculty, and students, increase travelers’ safety and reduce organization liability.
We are seeking a talented and enthusiastic Product Support Engineer to join our dedicated support team. As a Product Support Engineer, you will be a key technical resource, providing advanced technical assistance and support to customers seeking help with our product offerings. Your role will involve handling escalated technical issues, conducting in-depth analysis, and delivering expert-level support to ensure customers get the most out of our products and achieve maximum performance and benefits. You will play a crucial role in maintaining customer satisfaction by offering specialized guidance and resolving complex technical issues promptly
What You Will Do:
- Serve as a subject matter expert for our product offerings, addressing complex technical issues reported by customers.
- in-depth analysis and troubleshooting of product-related problems to identify root causes and implement effective solutions.
- Collaborate with Level 1 Support, development teams, and other internal stakeholders to resolve escalated technical issues promptly.
- Troubleshoot and resolve software integrations, data integrity challenges, and advanced application errors.
- Develop and maintain comprehensive technical documentation, including troubleshooting guides and best practices.
- Participate in testing software updates and enhancements, ensuring their quality and compatibility with existing systems.
- Conduct advanced virtual training sessions and webinars for customers, covering technical aspects and advanced features of our products.
- Provide valuable feedback and insights to product management and development teams for continuous product improvement.
What You Need to Get the Job Done:
- Bachelor's degree in engineering or a related technical field is preferred.
- 3+ years of experience in technical support, software engineering, or a related technical role.
- Proficiency in troubleshooting web-based applications, database queries, and software integrations.
- Strong analytical and problem-solving skills, with an ability to identify and resolve complex technical issues.
- Excellent written and verbal communication skills, with a customer-centric approach.
- Ability to work independently and collaboratively in a fast-paced environment.
- Dedication to delivering exceptional customer experiences and driving customer success.
What You Will Love About Us:
- Great Company Culture-Employing the "Whole" You!
- Work That Stays at Work - Genuine work/life balance served here!
- Rest and Relaxation –Flexible Time-off Policy, Sick Days, & Holiday Pay!
- Health Benefits - Medical with HSA option, dental, vision, 401k with Company Match!
- Company paid life insurance, short-term & long-term disability!
Terra Dotta is a global software company that provides more than 700 organizations with software that allows better manage international education and travel risk management programs. Terra Dotta offers an exciting workplace dealing with organizations worldwide and working with staff who have worked, lived, and studied around the globe. We foster internationalization for incoming and outgoing teams, faculty, and students, increase travelers’ safety and reduce organization liability.