Senior Software Support Engineer role at ProcessMaker in Durham

ProcessMaker is looking for a highly energetic and passionate engineer that enjoys resolving customer technical issues in a timely and concise manner, suggesting and implementing changes that are needed in order to provide an excellent customer service and deliver a powerful workflow and BPM technology to improve customer’s business.

Responsibilities

• Provide technical support to ProcessMaker customers.
• Complete proper follow-up to tickets that require scaling or multi-area interactions
• Guarantee the flawless execution of the ProcessMaker Support Procedure for ticket resolution.
• Deliver a high quality customer experience for ProcessMaker global client portfolio.

Essential Functions

• Communicate and solve customers’ problems via phone, email, live chat and face-to-face meetings

• Respond to customer queries in a timely and accurate way, via the Support Portal and/or phone.

• Identify customer needs and help customers use specific features.

• Analyze and report product malfunctions (by testing different scenarios or impersonating users).

• Monitor ProcessMaker Cloud Server performance/availability.

• Escalate critical issues on ProcessMaker Cloud server to the CloudOps team.

• Identify, troubleshoot and escalate bugs to the Engineering Teams.

• Fulfill adequately customer-specific SLA conditions, escalating and engaging pertinent company resources until reaching a successful ticket resolution.

• Follow up with customers to ensure their technical issues are resolved.

• Gather customer feedback and share it with our Product, Sales, and Marketing teams.

• Identify customer needs and escalate to Customer Success and Professional Services Teams.