Technical Product Support Specialist

August 16

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ProcessUnity

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ProcessUnity is changing risk and compliance with next-gen Third-Party Risk and Cybersecurity Program Management tools.

third-party risk management • governance • risk and compliance • sarbanes-oxley compliance • policy and procedure management

51 - 200

💰 Private Equity Round on 2021-09

Description

• Maintain expert working knowledge of ProcessUnity products, features and best practices. • Troubleshooting and resolving platform, integration, network, and browser issues. • Strong focus on customer success and customer satisfaction. • Manage tickets to closure, ensuring excellent support is provided on a timely basis. • Maintain knowledge and familiarity with existing support resources (help center, webinars, videos). • Interface closely with QA and Product teams for support-related topics. • Support/assist sales engineers and implementation team to resolve platform issues, challenges. • Helping to define and establish application and business level KPI. • Writing and executing SQL queries against Microsoft SQL databases data sources. • Reviewing system event and error logs to determine issue root cause. • Configuring and responding to system alerts orchestrated by either ProcessUnity or outside monitoring sources. • Leverage Microsoft Azure to validate system and resource health.

Requirements

• Team-oriented self-starter. • Hands-on technical experience configuring browser-based SaaS applications. • Direct experience administering Microsoft SQL Server. • Demonstrated problem solving skills and organized, methodical thinking to resolve complex issues. • Demonstrated previous experience in learning technology quickly. • Ability to articulate concepts to non-technical users in a relatable way. • Interpersonal skills including the ability to speak and write clearly and professionally. • Exposure to field of software development / previous experience in software business. • Responsible, reliable, confident, committed, empathetic, genuine, and helpful working style. • Self-motivated, self-directed, adaptable, multi-tasking mindset. • Some experience administering a SaaS based solution in Microsoft Azure or comparable cloud provider. • MS Excel experience, including expression writing, function knowledge, VLOOKUP, pivot tables, etc. • Configuration of SSL, SAML, Web Services (REST and SOAP), and other customer integration points. • Some knowledge of PowerShell or other scripting languages. • SQL Server administration and SQL querying language.