Product Support Engineer

This is a fully remote position, open to applicants in Texas.

📋 Description

• Investigate and resolve intricate technical challenges associated with the Experlogix CPQ Design Center, including product modeling, configuration rules, pricing logic, document generation, and business processes.

• Analyze customer configurations, models, queries, and application behavior to pinpoint root causes and implement successful solutions.

• Replicate issues reported by customers in internal environments and document findings with comprehensive reproduction steps.

• Generate clear, actionable bug reports and enhancement requests for the Product Management, Development, and Professional Services teams.

• Employ SQL, FetchXML, OData, and other query languages to validate data, troubleshoot issues, and conduct root cause analysis.

• Interpret application logs, configuration files, and system diagnostics to identify and isolate technical problems.

• Collaborate with Product Management, Development, Professional Services, and Technical Support teams to address customer issues effectively.

• Offer technical guidance and best practices for product modeling, business rules, calculations, workflows, and integrations.

• Maintain high-quality documentation within the knowledge base for recurring issues, troubleshooting protocols, and product functionalities.

• Engage in product testing and validate software fixes and new features.

• Continuously enhance expertise in Experlogix products, Microsoft Dynamics, Salesforce, and related technologies.

⛳️ Requirements

• A Bachelor's degree in Computer Science, Information Systems, Engineering, Business Information Systems, or equivalent hands-on experience.

• 2+ years of experience in supporting enterprise software, SaaS applications, CPQ, CRM, ERP, or business applications.

• Strong analytical and troubleshooting abilities with a knack for investigating complex technical challenges.

• Proficiency in writing SQL queries for troubleshooting and data validation purposes.

• Excellent verbal and written communication skills, capable of conveying technical concepts to both technical and non-technical audiences.

• Strong organizational capabilities with the ability to prioritize multiple issues in a dynamic environment.

• Self-driven with exceptional attention to detail and a strong passion for problem-solving.

🏝️ Benefits

• Competitive base salary with a variable commission plan

• Medical, Dental, and Vision insurance

• Company Stock/Equity Plan

• Life Insurance

• Short Term/Long Term Disability Insurance

• HSA/FSA accounts

• 401(k) with company match

• Teledoc virtual health

• Health advocate

• Employee Assistance Program

• Paid holidays and PTO