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 and SMBs to enterprises such as Microsoft, Pinterest, Bosch, Bill & Melinda Gates Foundation, and Estee Lauder. We have more than 18,000 customers and 12 million users globally.
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:Act as an mentor to other Support Engineers on both product and technical knowledgeRespond to incoming support cases and phone calls, resolving how-to and technical issuesTroubleshoot issues and create intermediate data fixes, interim solutions (non-code fixes), or technical workarounds using SQL and other technical support toolsInteract with internal and external SFTP environments for sending and receiving client dataAddress support cases in a timely manner, meeting or exceeding the established standards for the role, functional area, business unit and / or client SLA commitmentsEffectively utilize the case management system ( Zendesk) to prioritize and manage cases and document all client and internal correspondenceConfirm, reproduce, and escalate potential product defects with proper documentationCollaborate with other cross-functional teams including Customer Success Managers and Implementation Specialists as well as other partners and vendors to provide excellent service to Emburse customersIndependently 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 environmentEvaluate, scope and process-map systemic change requests, and oversee executionProvide an exemplary customer service experience to internal and external stakeholdersWhat we're looking for:Bachelor’s or Associate’s degree in Business Information Systems, Information Technology or similar field, and/or equivalent experience required2 years experience in a technical support role using SQL and Linux in a professional capacity2 years experience of software support to business clientsAbility to write intermediate SQL queriesAbility to apply understanding of relational database structure to implement data corrections with little errorBasic Linux command line experienceAbility to communicate technical information to non-technical clients in a clear, articulate manner both written and verballyGreat interpersonal skills to be able to work with clients and multiple departmentsDemonstrated ability to apply problem-solving and critical thinkingAbility to manage and work both effectively and calmly under pressureStrong interpersonal and teamwork skills, with the ability to establish credibility, trust, and clear communication through the team or functional areaExperience using online web meeting presentation software preferredCustomer service experience preferred but not requiredKnowledge of accounting practices and terminology preferred, but not required 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.