Lead Customer Technical Support Engineer

Confirmed live in the last 24 hours

Locations

Washington, DC, USA • Remote

Experience Level

Entry

Junior

Mid

Senior

Expert

Desired Skills

Customer Service

Communications

Zendesk

Requirements

Bachelor's degree in Computer Science, Information Technology, or IT related field
8 to 10 years of total experience and 3+ years of working in a Technical Support Manager or relevant position in the Product Development organization of an Enterprise Software company
Experience in the revenue / financial domain like Billing, Revenue Recognition, Quote to Cash
Experience with supporting Enterprise Applications
Ability to diagnose hardware and troubleshoot technical issues
Solid understanding of remote desktop support applications like Zendesk or others
Good oral and written communication skills
Strong technical knowledge in debugging tools, database access applications
Strong analytical skills and ability to analyze logs
Ability to prioritize and manage tasks
Excellent time management and problem-solving skills
Exceptional customer service skills

Responsibilities

Providing appropriate solutions to the technical issues faced by the customers
Providing customer support services in addition to the technical services
Prioritizing and dealing with the issues in a timely manner
Keeping track of the customer queries and resolving the issues as early as possible
Creating Knowledge Base articles where applicable to enable customers to be self sufficient
Working with Product and Engineering teams to obtain fixes in core products
Providing correct feedback to customers
Preparing technical support team performance reports

About Ordway:

Ordway is a digital platform that eliminates back-office inefficiencies, identifies revenue trends, and simplifies finance and operations tasks so personnel can focus on strategic growth activities. We are a high-growth SaaS company based in Washington DC and are on a mission to build the world’s most effective billing and finance platform. We are founded by executives from Intacct, Workday, Zuora and First Data and are backed by some of the world’s leading investors. If you are a high-energy, goal-oriented individual, we want to talk to you!

We are searching for a Lead Customer Technical Support Engineer who is proficient in providing technical services for our company products.

As a Lead Technical Support Engineer/Manager, you will be resolving the technical faults in Ordway Platform software. You will also be identifying, triaging, identify root cause and resolving any issues regarding computer software as reported by customers and implementation resources

You will also be handling the issue personally by investigation in the customer’s instance of the solution. In addition to this, you will also be managing some of the operational actions requested by customers. Experience required supporting Enterprise Applications.

You will be in direct contact with the customers for any technical assistance required by them and guiding them through the potential solutions or workarounds

Responsibilities

Providing appropriate solutions to the technical issues faced by the customers.
Providing customer support services in addition to the technical services.
Prioritizing and dealing with the issues in a timely manner.
Keeping track of the customer queries and resolving the issues as early as possible.
Creating Knowledge Base articles where applicable to enable customers to be self sufficient
Working with Product and Engineering teams to obtain fixes in core products.
Providing correct feedback to customers.
Preparing technical support team performance reports.

Requirements

Bachelor’s degree in Computer Science, Information Technology, or IT related field.
8 to 10 years of total experience and 3+ years of working in a Technical Support Manager or relevant position in the Product Development organization of an Enterprise Software company.
Experience in the revenue / financial domain like Billing, Revenue Recognition, Quote to Cash
Experience with supporting Enterprise Applications
Ability to diagnose hardware and troubleshoot technical issues.
Solid understanding of remote desktop support applications like Zendesk or others.
Good oral and written communication skills.
Strong technical knowledge in debugging tools, database access applications.
Strong analytical skills and ability to analyze logs.
Ability to prioritize and manage tasks.
Excellent time management and problem-solving skills.
Exceptional customer service skills.

Ordway values diversity of all kinds, and is committed to building a diverse and inclusive workplace where we learn from each other. We are an equal opportunity employer and welcome people of all different backgrounds, experiences, abilities and perspectives. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

51-200 employees

Website

Revenue automation platform

Company Overview

Ordway is on a mission to build the world’s most effective billing and finance platform. Ordway is a digital platform that eliminates back-office inefficiencies, identifies revenue trends, and simplifies finance and operations tasks so personnel can focus on strategic growth activities.

Benefits

Office or remote work
Flexible work hours
Unlimited Paid Time Off (PTO)
Employee stock options
Health savings accounts
401k retirement savings plans
Medical, dental, vision
Maternity and paternity leave
Commuter benefits