Technical Customer Support

Technical Customer Support The Technical Customer Support is responsible for providing technical support for Accruent’s Enterprise Solutions and is a point of escalation for support issues. Responsibilities include working with internal and external customers to troubleshoot, document, identify root cause, and resolve technical problems. The Technical Support Engineer I will need to have an understanding of each piece of the technical stack from the hardware layer to the application code. The ideal candidate will be highly motivated and have a passion for technology, customers, and problem solving. If you are self-driven, enjoy working in a team environment, have a pioneering spirit, and enjoy helping others be successful, Accruent may be a fit for you. ESSENTIAL DUTIES & RESPONSIBILITIES Maintain a working knowledge of Accruent-supported products and technologies. Act as technical resource for Software Support Teams. Identify, document, confirm product defects. Work with all levels of support to document resolutions and continually drive first call/first touch resolution. Interact with customers, partners, field teams, and software developers to provide technical advice and assistance and define requirements. Prioritize, research, troubleshoot, and resolve escalated technical issues. As needed, identify workarounds and communicate to customers. Troubleshoot and analyze databases, application servers, and new technologies. Participate in root-cause analyses, communicate options for resolution, and provide recommendations to customer-facing technical problems. Contribute to documentation of technology best practices. Ensure the Support team is proactive in pursuit of new solutions and efficiencies within our technology practice. May be asked to train and mentor other Support members. May be involved in deployment or training opportunities internally and with customers. Duties and technical issues may sometimes require extended work hours, including weekends and holidays. Consistently demonstrates Accruent’s values: Customer Obsessed, Strategic, Courageous, Innovate for Impact, Inspiring, Build Extraordinary Teams, Deliver Results, Adaptable and Lead with FBS. Complete other duties as assigned by Accruent management. KNOWLEDGE, SKILLS & ABILITIES Excellent written and oral communication skills to a variety of audiences at different levels and with different backgrounds. Works well in a team environment, as well as independently. Enjoys and excels at problem solving and assisting others. Strong troubleshooting and problem solving skills. Ability to multi-task and prioritize multiple projects/clients simultaneously. Highly organized and detail-oriented; strong organizational skills. Strong interpersonal and leadership skills. Ability to make sound decisions based on customer needs and product knowledge. Self-motivated and able to work under pressure to deliver high-quality solutions. Ability to anticipate potential problems, determine and implement solutions. Ability to express and understand complex technical concepts. REQUIRED SKILLS/EXPERIENCE Prior Experience in a product support role. Experience with the various portions of an enterprise software solution’s technical stack and the technology products used in them, such as: Database (ORACLE or MSSQL, PLSQL, DML/DDL, backup/restore, complex queries and mass updates) – Oracle preferred. App Server and Scripting (JAVA, WebLogic, Oracle Forms, JavaScript, XML, HTML, VB or .NET) – Java preferred. Networking and Authentication (Network topology, firewall, troubleshoot connections, performance, SSO and SSL). Server OS (Windows server, performance, resource monitoring, event viewer, maintenance and security). Cloud and Virtualization (Azure, VMWare and Citrix). Web Server (IIS, Apache/Tomcat). BI and Reporting (Cognos, MicroStrategy and Business Objects). DESIRED SKILLS/EXPERIENCE High School Diploma or Equivalent Required. Bachelor’s degree in related discipline preferred. One Year Accruent product knowledge strongly preferred. Experience with MS Active Directory user and group management. Written and spoken multi-lingual skills (German, Spanish, Portuguese, and French). Experience with the various portions of an enterprise software solution’s technical stack and the technology products used in them, such as: Server OS (Linux) BI and Reporting (Data Warehouse and ETL) J-18808-Ljbffr

Location: Brasil, BR

Posted Date: 3/14/2025