Globoforce, Inc. Senior Technical Support Engineer in Dublin, Ireland
Globoforce is a leading provider of social recognition solutions, helping companies build stronger, more human cultures through the power of thanks. Named one of the Best Workplaces by the Great Place To Work® Institute, Globoforce is trusted by some of the most admired companies in the world to inspire and energize employees and create best places to work. Our award-winning SaaS technology and proven methodologies empower HR and business leaders to take a modern, more strategic approach to recognition programs. What results is measurable business success, qualified by increases in employee engagement, retention and productivity. The company pioneered the WorkHuman movement, created to galvanize organizations and leaders worldwide to create a more human workplace. Globoforce is co-headquartered in Southborough, Massachusetts, and Dublin, Ireland.
We have a vision to help build the best, most admired company cultures in the world. It starts with our own culture. If you work with us, you’ll be inspired by your colleagues, delighted by our customers, and driven by our collective energy and momentum… because at Globoforce, we all understand that we’re part of something big.
Our best practices and technology are at the heart of the world’s most successful worldwide recognition programs. Recently named Great Place to Work 2016, Digital Technology Company of the Year (Irish Software Association, 2015), as well as named one of the Top Places to Work in Massachusetts (Boston Globe, 2015), Globoforce continues to impact and transform the fundamental nature of organization’s cultures around the globe
As a Technical Support Engineer you will work closely with Globoforce customers and employees to resolve complex issues and change requests escalated through our Customer Success and Customer Service organisations (first level support). You will also provide support for and monitor our production applications (SaaS platform) to make sure that any issues are resolved promptly. This individual will be required to take ownership of complex problems and drive them to resolution with a focus on satisfying the customer. You may be required to work outside business hours on a rotation basis.
Main Duties & Responsibilities
Work with our Customer Success and Customer Service organisations to resolve customer reported Incidents and Change Requests
Work with internal teams (Development, Systems, DevOps and DBAs) to resolve issues related to the software applications running in our SaaS platform
Provide Root Cause Analysis for critical issues
Take ownership of incidents through to resolution, including accurate documentation in our incident tracking systems as well as communication with customers and/or internal teams.
Accurately document solutions and create knowledge base articles to help customers and internal teams resolve issues faster.
May be required to take part of the 24x7 on-call rotation
Required Skills and Experience
Previous experience in software support
Strong analytical, problem solving and troubleshooting skills
Excellent Customer Experience attitude
Ability and willingness to learn new technologies in a fast-paced environment
Ability to manage multiple incidents simultaneously and prioritise in line with defined SLAs
Good working knowledge of Database technologies and SQL
Ability to write SQL queries in order to troubleshoot complex issues
Basic understanding of Java or any other programming languages is an advantage
Good understanding of Online Services, Internet-Based systems and SaaS applications
Ability to communicate clearly in writing, by phone, and in person with customers and internal teams (both technical and non-technical audiences)
Knowledge of basic Linux and SSH commands
Demonstrated attention to detail as well as ability to take initiative and follow through on commitments made to customers/internal teams
Previous experience supporting a SaaS application is an advantage
Education and Qualifications
Degree in Computer Science, Information Systems or other related field. Alternatively, equivalent work experience
Good understanding of online services / Internet-based systems
Experience with one or more of the following technologies: SQL, Oracle Database, Java, XML, HTML, TCP/IP, Linux, SSH
External Company Name: Globoforce, Inc.
External Company URL: www.globoforce.com