You are viewing a preview of this job. Log in or register to view more details about this job.

Technical Support Engineer

At Emburse our mission is to help make our users’ lives -- and their businesses – better. We are dramatically transforming how organizations manage corporate expenses and invoices. We humanize work by automating manual tasks and saving users’ time, so they can focus on what matters most -- their family, community, or more rewarding work. We help CFO's give their employees a simple and amazing experience while ensuring compliance and reducing costs. Our solutions are tailored for companies from start-ups to enterprises. We have more than 14,000 clients and 4.5 million users globally.

Emburse has offices across North America, including Los Angeles, Montreal, Portland (ME), San Diego, San Francisco, and Toronto, as well as locations in the UK, Germany, Spain and Australia.

Our core values - Sincerity, Empathy, Empowerment, Individuality and Teamwork - reflect who we are as a company. They are central to the decisions we make and the interactions we have with our teams, customers, and partners. As a people focused company, we are seeking candidates who align with our values.

Emburse is a proud recipient of a 2020 Tech Cares Award from TrustRadius. This award celebrates companies that have gone above and beyond to provide their communities, clients, and front line workers with support during the COVID-19 pandemic. We are a people-first company, and this award is a testament to our mission to humanize work.

Support Engineers are responsible for receiving cases from production environment monitoring tools as well as directly from Production clients during their usage of Emburse products and providing the appropriate service to address those inquiries. Cases may consist of questions related to product functionality, reports of the product not working as expected, system availability, third-party integrations, and/or other topics related to access, configuration and usage. Support Engineers address these cases through: providing prompt communication with customers through various channels; testing, troubleshooting and analysis; research or internal consultation on product functionality; performing administration or configuration tasks via internal tools; transferring or escalating issues to another internal group when appropriate.

What you'll do:

Work for our Chrome River business unit and act as an mentor to other Support Engineers on both product and technical knowledge
Service requests involving undocumented and/or uncommon product features, configuration or usage
Respond to incoming support cases and phone calls, resolving how-to and technical issues
Troubleshoot issues and create intermediate data fixes, interim solutions (non-code fixes), or technical workarounds using SQL and other technical support tools
Review web server and application server logs, such as Kibana or Sumo Logic, to resolve system issues created by monitoring and batch processing system(s)
Interact with internal and external SFTP environments for sending and receiving client data
Address support cases in a timely manner, meeting or exceeding the established standards for the role, functional area, business unit and / or client SLA commitments
Effectively utilize the case management system (e.g. Salesforce, Zendesk) to prioritize and manage cases and document all client and internal correspondence
Achieve end-to-end understanding of at least one Emburse product infrastructure and technologies used, with basic knowledge of an additional product or technical area
Remain up-to-date with Emburse’s latest product releases
Confirm, reproduce, and escalate potential product defects with proper documentation
Collaborate with other cross-functional teams including Customer Success Managers and Implementation Specialists to provide excellent service to Emburse customers
Collaborate with partners, and representatives of third-party vendors or connected/integrated technologies in support of mutual customers
Independently perform assigned responsibilities with little or no assistance.
Support ERP integrations within the product environment and within the ERP environment, or by using knowledge of the ERP environment
Evaluate, scope and process-map systemic change requests, and oversee execution
Provide an exemplary customer service experience to internal and external stakeholders
Provide an exemplary customer service experience to internal and external stakeholders
Intermittently work weekend and off-hours rotation

What we're looking for:

Bachelor’s or Associate’s degree in Business Information Systems, Information Technology or similar field, and/or equivalent experience required
2 years experience in a technical support role using SQL and Linux in a professional capacity
2 years experience of software support to business clients
Ability to work remote in Phoenix, AZ
Ability to write intermediate SQL queries
Ability to apply understanding of relational database structure to implement data corrections with little error
Basic Linux command line experience
Ability to communicate technical information to non-technical clients in a clear, articulate manner both written and verbally
Great interpersonal skills to be able to work with clients and multiple departments
Demonstrated ability to apply problem-solving and critical thinking
Ability to manage and work both effectively and calmly under pressure

Emburse provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Emburse complies with applicable state and local laws governing nondiscrimination in employment in every location where the company has facilities. This policy applies to all terms and conditions of employment.