Senior Software Support Engineer role at ProcessMaker in Durham

ProcessMaker in Durham is hiring a Senior Software Support Engineer

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.