Integration Support Engineer

Company Description

Jitterbit is a leading data, application, and process workflow automation solution. Rooted in iPaaS and fueled by an ambitious vision, we integrate critical business processes to deliver the experiences and insights needed by enterprises of all sizes to accelerate their digital journey and future proof their business. Simply put, we power people to perform their best.

Jitterbit empowers business transformation by automating critical business processes for faster, more informed decision-making. Jitterbit is the only provider to seamlessly combine and simplify the power of integration, APIM, and no-code app creation to amplify the value of your tech stack and speed up your digital journey. Organizations worldwide rely on Jitterbit’s experience and expertise to help them save time and money, while creating exceptional experiences, now and into the future.

Job Description

Jitterbit is seeking an Integration Support Engineer to join us on this exciting journey as we grow our EMEA, India team! We have a people and customer-first culture at Jitterbit, so we are elated to bring forth a new opportunity for like-minded Integration Support professionals.

Jitterbit creates and sells powerful and affordable software to enable the digital evolution of various businesses. We believe that capable and confident people are key to driving results. As we continue to grow our footprint throughout the world, we’ve created an amazing opportunity for a motivated individual to join our team.

The successful candidate has a proven track record in a highly technical environment. They will be responsible for ensuring high-quality, timely resolution of customer issues that align with Service and Experience level objectives. Our customers should leave their interactions with our Support teams in a better position than when they first engaged with us. The Integration Support Engineer will be able to understand technical issues, work across departments to drive issue resolution and escalate issues when necessary.

What You'll Do:

• Work in a fast-paced and dynamic environment as a support team member to provide day-to-day support, request fullfilment, incident response, documentation, and follow-up.

• Respond promptly to customer inquiries regarding product functionality, troubleshooting, and usage.

• Provide comprehensive technical assistance to customers experiencing issues with our products.

• Guide customers through diagnostic procedures to identify and resolve problems efficiently.

• Develop a deep understanding of our products, including all features, specifications, and maintenance requirements.

• Stay updated on product updates, modifications, and new releases to address customer inquiries effectively.

• Investigate reported issues thoroughly to determine root causes and develop appropriate solutions.

• Document customer interactions, including issues reported and solutions provided.

• Escalate unresolved issues to higher-level support or engineering teams and follow up until resolution is achieved.

• Provide empathy and understanding of client issues and the impact on their business operations.

• Establish effective processes and practices for knowledge sharing and communication.

• Team and customer service orientation focus while working well as part of a group.

Qualifications

• Minimum of 3 years of technical support experience

• Both hands-on software support experience combined with strong communication skills.

• SaaS support experience

• Fundamental API knowledge, Postman

• Skilled at problem-solving, decision-making, and negotiations.

• Strong written and verbal communication skills.

• Own and drive customer cases proactively, taking initiative to go the extra mile for clients. Guide them toward resolution with clear communication, problem-solving skills, and a strong sense of urgency.

• Strong interpersonal skills; able to communicate at all levels of an organization.

• Proven ability to execute in a customer-focused environment and advocate for partners across a cross-functional organization.

• Able to communicate verbally to technical and non-technical audiences and at all levels of the organization as well as across the client base.

• Work with Technical Support, Business, Development, Sales, and other internal teams to escalate and resolve issues.

• Willingness to understand the IPaaS industry and learn new technologies.

Preferred:

• Support experience with different sized clients

• Windows and linux knowledge

• Engineering degree

• Importance of iPaaS and how API's are used in the context of iPaaS

• Experience in email, voice call and live support.
• CRM experience in any of the following applications: Salesforce, Zendesk, Intercom, HelpShift

• Fundamental Cloud knowledge Salesforce 

Additional Information

What You’ll Get:

• Work for a growing leader within the Integration Platform as a Service (iPaaS) tech space
• Join a mission-driven company that is transforming the industry by changing the way customers use API creation within business-critical processes
• Career development and mentorship
• A flexible, remote-friendly company with personality and heart

#LI-AK

Jitterbit is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.