Advantive is a leading provider of purpose-built software for specialty manufacturing and distribution businesses that streamline processes, optimize operations visibility and throughput, and drive improved quality, profitability and revenue growth. Deeply embedded in our customers’ businesses, Advantive’s software solutions add value along the full manufacturing and distribution lifecycle. Our customers, who include corrugated and packaging manufacturers, equipment and supply wholesale distributors, and automotive and other specialty manufacturers, benefit from our solutions that have been honed over decades in the marketplace. We know our customers’ businesses intimately and deliver software to address their needs. We are committed to delivering exceptional customer service and technical support to our customers, and are looking for a self-directed, customer obsessed Support Engineer to join our dynamic and growing team. Job Summary: As a Support Engineer III (SE III), you are the highest level of technical expertise within the Advantive support team. You are a specialist in your area and are accountable for assisting 2nd level technicians with complex problems relating to computer software. You are responsible for research and development of resolutions to new and emerging escalated issues. Our Support Engineer team is fully remote, and you will provide support through various channels, including phone, email and our support portal. Your primary responsibility will be to research code, logs, and operating systems, and to escalate more complex technical concerns to Development once vetted, ensuring customer satisfaction and maintaining world-class service standards. As an SE III, 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. Key Responsibilities: + Provide assistance with higher complexity issues, vetted by level 1 and 2 support teams. + Diagnose, troubleshoot and monitor open support tickets to resolution where possible, and utilizing solid troubleshooting methodologies, escalate complex issues to Development. + Communicate effectively with clients and teammates throughout the ticket process. + Respond to new messages in the help center (powered by Salesforce) and answer incoming support tickets in a timely fashion. + Collaborate new knowledge center articles & tutorials to assist customers and other support engineers. + 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 or other team members/partners who need assistance. Required Skills and Qualifications + 2 years or more of technical support experience working with Enterprise customers + Comprehensive knowledge of SQL Fundamentals and Server Tools. Must be capable of troubleshooting common database issues. + Comprehensive skills with Java Databases: Experience working with relational databases (MySQL, PostgreSQL) and writing SQL queries. + Experience in E-Commerce environments, setup and configuration + Strong verbal and written communication skills and ability to manage time effectively + Analytical and process-oriented mindset, ability to collect and interpret data from various sources + Troubleshooting skills to analyze, translate and resolve software inquires + Comfortable working across multiple departments in a deadline-driven environment + Active team player, self-starter, and multitasker who can quickly adjust priorities + Solutions-oriented with strong attention to detail + Coachable and adaptable. Accepts and embraces feedback to support growth and agile with change. + Friendly, patient, and always willing to help and go above and beyond to ensure customer happiness. + Flexible work schedule when necessary Additional Skills and Qualifications Considered + Experienced in E-Comm setup and configuration + Familiarity with JavaScript/SQL, AWS Cloudwatch, CRM and ERP systems + Experience with Pepperi software highly desired