• Senior Technical Support Engineer

    Job ID
    2019-4804
    Category
    Customer Service/Support - Technical Support
    Location
    US-CA-Dublin
  • Overview

    CallidusCloud is now SAP Sales Cloud, part of the SAP Customer Experience division of SAP. We help sales teams sell faster and perform better, using AI-driven software that transforms your company’s lead-to-cash process. Our full suite of sales process tools includes sales automation, incentive management, Configure Price, Quote (CPQ), coaching and sales enablement.

     

    To help support our Global growth, CallidusCloud is seeking a Senior Technical Support Engineer to join our team at HQ in Dublin, CA. 

     

    Responsibilities

    • Act as the point of contact for Callidus customers, consultants and partners
    • Triage all incoming ticket requests coming via the web and phone
    • Provide phone, chat, and email assistance to customers, consultants and partners on the usage of Callidus products and layered components, such as data transformation tools and report writing tools
    • Researches, analyzes and troubleshoots to diagnose and resolve technical problems
    • Develops and maintains effective relationships with internal and external customers
    • Proactively communicates client status, concerns and issues to appropriate management team
    • Manages knowledge base for frequently asked questions, recent and emerging software issues
    • Updates call tracking system to provide accurate and current documentation of issues
    • Install and configure the product suite to recreate issues and analyze for root cause
    • Position involves on-call support during weekend, on rotation-basis

    Qualifications

    • Major- Bachelor or Master of Science in Computer Science, CIS, or MIS
    • Minimum 3 years of full-time experience in a customer support environment
    • Experience with relational databases (such as Oracle, SQL Server, DB/2,)
    • Experience with UNIX and Windows operating systems
    • Knowledge of SQL and stored procedures (PL/SQL, T-SQL)
    • Knowledge of the Java language including XML, Servlet, EJB APIs
    • Knowledge of WebLogic and/or WebSphere
    • Excellent customer relationship, organizational, verbal and written communication skills
    • Highly dependable and professional
    • Excellent problem solving and listening skills
    • Highly motivated, self-starter
    • Strong positive attitude

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