Note: The job is a remote job and is open to candidates in USA. Octave provides mission-critical software that empowers organizations to make informed decisions across every stage of the asset lifecycle. The Software Consultant role involves providing world-class support to customers, troubleshooting technical issues, and collaborating with various teams to enhance customer experience.
Responsibilities
- Provide our customers with world-class support when they experience issues with our products
- Ability to work with empathy and sense of urgency to deliver solutions to meet customer needs
- Support is available 24x7x365,(3rd shift US ). which involves working in shifts and on-call rotations on weekends and holidays
- Proactively manage a queue of support cases
- Identify, troubleshoot, and quickly resolve technical issues via Teams, e-mail, and phone
- Maintain a high level of professionalism with customers and work to establish yourself as a trusted advisor to our customer base
- Document all customer interactions, including details of reported issues, inquiries, actions taken, and next steps
- Devise, design, and validate potential solutions for customers
- Collaborate cross-functionally with professional services, customer success, product management, R&D and other departments to achieve elegant solutions
- Provide recommendations for continual improvement
- Work alongside other engineers on the team to elevate each other’s skills
- Escalate urgent issues to appropriate internal teams
- Creation of new and maintenance of knowledgebase articles to further customer enablement
- Configuration and script review for reported issues to identify and recommend resolutions
- Contribute updating relevant procedures and processes
Skills
- 5 years' experience working within a support role
- Bachelor's degree in computer science, software engineering, or related field
- 5+ years of direct experience in lieu of degree considered
- Linux and Windows system administration
- Python/Jython scripting
- Experience with test-driven development and automated testing frameworks
- Ability to prioritize and deliver on multiple competing priorities with little supervision
- Cloud deployment and troubleshooting for Cloud hosted SaaS deployments
- Methodical technical troubleshooting skills
- Must have attention to detail: demonstrate outstanding organizational skills, maintaining accurate incident documentation, strong ability to follow through on issues until resolution
- Have a strong passion for success and a positive attitude
- A team player
- Preferably on global teams and within a product support team
- Familiarity with basic Database Administration (preferred MySQL or MSSQL knowledge)
- Familiarity with Java
Benefits
- Sales commissions
- Short- and long-term incentive packages
- 401K match
- Medical, dental or vision insurance
Company Overview