Principal Support Engineer

As a Principal Support Engineer, you will be the tier three Subject Matter Expert point of contact for our customers seeking technical assistance within Advantive for the strategic Kiwiplan product line. Our Support Engineer Team is fully remote, and you will provide support through various channels, including phone, email and our support portal. Your primary responsibilities will include diagnosing and resolving high-level technical issues, verifying escalation of more complex technical concerns to Development or other cross-functional partners, mentoring Support Engineers and Senior Support Engineers in our tier one and two teams, and overall ensuring customer satisfaction and maintaining world-class service standards., * Provide assistance and resolve customer inquiries for proprietary Advantive enterprise products.

• Diagnose, troubleshoot and monitor open support tickets to resolution where possible, and, utilizing solid troubleshooting methodologies, escalate complex issues to Development or other cross-functional teams as required.
• Communicate effectively with clients throughout the ticket process, and when their support ticket has been resolved.
• Resolve mid to high-level technical issues ranging from general software questions to advanced API or 3rd party integrations.
• Respond to new messages in the help center (powered by Salesforce) and answer incoming support tickets in a timely fashion.
• Create new knowledge center articles & tutorials to assist customers and other support engineers.
• Serve as a day-to-day contact for customers, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting a playbook for success.
• Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time.
• Act as a Mentor and guide for Support Engineer I/II or other team members/partners who need assistance., * Culture of Growth: We don't hire to fill seats-we hire to develop talent. You'll be supported like an athlete, coached like a leader, and challenged like a builder.
• Career Acceleration: Many of our best leaders started in frontline roles like this one. We believe in moving fast and promoting from within.
• Real Impact: You're not a cog in the machine here. Your work helps real businesses that keep supply chains, manufacturing lines, and entire industries running.

Do you have experience in Time management?, As a Principal Support Engineer, you must be professional, solution-oriented, and driven to uncover the root cause of any given problem. You will be able to quickly analyze the situation, identify the solution, and make clear and informed recommendations to peers, cross-functional groups, and leadership. You will be able to demonstrate superb communication, organization, and time management skills, and be able to effectively handle several diverse and complex problems at the same time., * 5+ years of technical support experience working with enterprise customers

• 5+ years Linux operating system experience: The ability to work with and manage the Linux operating system, including knowledge of its commands, shell scripting, system configuration, software installation, and troubleshooting.
• 7+ years experience in mySQL