Technical Support Consultant

Software Guidance & Assistance, Inc., (SGA), is searching for a Technical Support Consultant for a contract assignment with one of our premier SaaS clients. This role is hybrid in San Jose, CA, Lehi, UT or Austin, TX .

Responsibilities :

• Provide technical support and product guidance to customers, partners, and others who are involved in developing campaigns and other marketing channel communications on our platform at all stages of the cycle.
• Pro-actively develop and nurture good working relationships with developers and users at customer sites to ensure that their success with our product is assured through your efforts.
• Effectively research, record, and maintain on-going knowledge of best practices for product usage in all areas of functionality.
• Build and maintain strong working relationships with other teams that support customer needs and business goals.
• Performing root cause analysis on customer issues with the goal of enabling both peers and the customer to grow their knowledge of the product.
• Thoroughly documenting all communication, troubleshooting, and activity on issues reported by customers
• Educating customers on specific product functionality required to resolve their issues.
• Writing and presenting internal\informal courses on troubleshooting areas of product functionality.
• Creating solution entries as required
• Working cooperatively with other Technical Support team members and members of other teams such as consulting services, Engineering, technical operations, and deliverability.
• Timely communication with customers concerning status of open support issues
• Troubleshooting issues related to 3rd party software applications
• Duties may also include working in conjunction with other team members on special teams or projects assigned to the Technical Support team such as customer migrations, product testing, implementations, and follow-up training of customers and newer support team members.

Required Skills :

• 7-10 years of experience in a software support environment supporting complex, multi-tiered enterprise software applications.
• Experience writing and debugging SQL statements, XML/Javascript/HTML are required.
• Experience with one or more database platforms (Oracle, SQL, MySQL, or PostgreSQL) is required.
• Experience with web services APIs, database connectors, SOAP
• Proven in depth of knowledge of complex, database-centric, internet-based systems
• Ability to multi-task and work through problems independently
• Excellent Communications skills (written & verbal)
• 4 year degree or equivalent experience
• Highly Organized o Curious and interested in learning new technologies
• Strong multiple priority management skills
• Demonstrates awareness and commitment to customer satisfaction
• Worked in a role recently (within the past 5 yrs) as a technical support person that was working with business\enterprise customers.
• Has held a role that required at least 20% of their time to be spent troubleshooting with SQL and relational databases.
• Has 2 yrs experience reading and troubleshooting XML, HTML
• Has 2 yrs network\client\server connectivity.
• Has digital marketing experience from an email service provider, or a competitor.

SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. Please find us at .

SGA is an Equal Opportunity Employer and does not discriminate on the basis of Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, and our services, programs, and activities. Please visit our company to request an accommodation or assistance regarding our policy.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Software Guidance & Assistance, Inc., (SGA), is searching for a Technical Support Consultant for a contract assignment with one of our premier SaaS clients. This role is hybrid in San Jose, CA, Lehi, UT or Austin, TX .

Responsibilities :

• Provide technical support and product guidance to customers, partners, and others who are involved in developing campaigns and other marketing channel communications on our platform at all stages of the cycle.
• Pro-actively develop and nurture good working relationships with developers and users at customer sites to ensure that their success with our product is assured through your efforts.
• Effectively research, record, and maintain on-going knowledge of best practices for product usage in all areas of functionality.
• Build and maintain strong working relationships with other teams that support customer needs and business goals.
• Performing root cause analysis on customer issues with the goal of enabling both peers and the customer to grow their knowledge of the product.
• Thoroughly documenting all communication, troubleshooting, and activity on issues reported by customers
• Educating customers on specific product functionality required to resolve their issues.
• Writing and presenting internal\informal courses on troubleshooting areas of product functionality.
• Creating solution entries as required
• Working cooperatively with other Technical Support team members and members of other teams such as consulting services, Engineering, technical operations, and deliverability.
• Timely communication with customers concerning status of open support issues
• Troubleshooting issues related to 3rd party software applications
• Duties may also include working in conjunction with other team members on special teams or projects assigned to the Technical Support team such as customer migrations, product testing, implementations, and follow-up training of customers and newer support team members.

Required Skills :

• 7-10 years of experience in a software support environment supporting complex, multi-tiered enterprise software applications.
• Experience writing and debugging SQL statements, XML/Javascript/HTML are required.
• Experience with one or more database platforms (Oracle, SQL, MySQL, or PostgreSQL) is required.
• Experience with web services APIs, database connectors, SOAP
• Proven in depth of knowledge of complex, database-centric, internet-based systems
• Ability to multi-task and work through problems independently
• Excellent Communications skills (written & verbal)
• 4 year degree or equivalent experience
• Highly Organized o Curious and interested in learning new technologies
• Strong multiple priority management skills
• Demonstrates awareness and commitment to customer satisfaction
• Worked in a role recently (within the past 5 yrs) as a technical support person that was working with business\enterprise customers.
• Has held a role that required at least 20% of their time to be spent troubleshooting with SQL and relational databases.
• Has 2 yrs experience reading and troubleshooting XML, HTML
• Has 2 yrs network\client\server connectivity.
• Has digital marketing experience from an email service provider, or a competitor.

SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. Please find us at .

SGA is an Equal Opportunity Employer and does not discriminate on the basis of Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, and our services, programs, and activities. Please visit our company to request an accommodation or assistance regarding our policy.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.