Technical Support Engineer

Job Description

WHO WE ARE

Xactly is a leader in Sales Performance Management Solutions and a part of Vista Equity Partners portfolio companies since 2017. The Xactly Intelligent Revenue Platform helps businesses improve go-to-market outcomes through increased collaboration, greater efficiencies, and connecting data from all critical functions of the revenue lifecycle on a single platform. Born in the cloud almost 20 years ago, Xactly provides customers with extensive experience in solving the most challenging problems customers of all sizes face, backed by almost 20 years of proprietary data and award-winning AI.Named among the best workplaces in the U.S. by Great Place to Work six times, honored on FORTUNE Magazine’s inaugural list of the 100 Best Workplaces for Millennials, and chosen as the “Market Leader in Incentive Compensation” by CRM magazine. We’re building a culture of success and are looking for motivated professionals to join us!

THE OPPORTUNITY

As Technical Support Engineer at Xactly Corporation, you’ll be responsible for providing excellent support for high profile customers on our data integration and platform products and for providing support to talented team members that are doing the same. We are seeking an energetic, driven leader who is passionate about helping customers solve challenging business problems, continuous improvement and enabling others to reach their potential. As part of your role you will work directly with customers worldwide to handle escalations, provide solutions and review root causes of issues. Additionally, you will be responsible for designing and implementing best-practices, working with Product and Engineering to drive continued enhancements in the supportability of our products and increasing the efficiency and effectiveness of how we address technical issues for our customers. We’re all about making things easier, better, and more efficient for our customers and team members. Our goal is to build the best Customer Support department on the planet, and you will help us do that!

THE SKILL SET

• 6+ years of technical support experience, working directly with customers and providing Level 3 support for complex data and system issues.
• 2+ years experience with complex SQL and data mapping, integrations/ETL
• Experience in a technical role for enterprise application implementation projects (e.g., ICM, ERP, CRM, HRMS).
• 2+ years prior experience developing SW solutions in any coding or scripting language
• 1+ years’ experience in a team lead or other leadership role
• Working closely with management and other departments on proactive monitors and improve support processes
• Managing the team’s open cases queue to make sure there isn’t backlog
• Checking on the teams case / case load in general
• Working with other teams to make sure that escalated cases are dealt with
• Strong problem-solving skills and analytical skills
• A passion for driving efficiency, optimizing processes and identify in opportunities for automation
• Ability to present solutions to both technical and non-technical people
• Bachelor’s degree or equivalent experience preferred
  
  

Within One Month, You’ll

• Gain an understanding of the concepts underlying Xactly’s tools, software and data structures and the scope of work of the Technical Support team.
• Become familiar with the common issues and challenges facing your team
• Build relationships with development and support leaders
• Understand Xactly’s support policies and processes
• Develop the ability to address more routine Support cases.
  
  

Within Three Months, You’ll

• Develop the understanding necessary to address most cases and their underlying issues and start to act as an escalation point for less experienced team members as they work their caseload.
• Identify opportunities for automation, streamlining troubleshooting and improving customer experience
• Have developed solid relationships within our product development organization and started to drive cross-functional conversations with the goal of reducing the number of issues experienced by our customers and of simplifying resolution of issues that do arise.
  
  

Within Six Months, You’ll

• Be recognized as a fully integrated member of the Customer Support team and a go-to person for complex issues
• Be very comfortable managing customer escalations
• Have successfully implemented improvements in 2 or more areas under the topics of automation, streamlining troubleshooting/resolution and improving customer experience.
  
  

Benefits And Perks

• Paid Time Off (PTO)
• Comprehensive Insurance Coverage
• Tuition Reimbursement
• XactlyFit Gym/Fitness Program Reimbursement
• Kitchen Stocked Daily with Tasty Snacks, Fruit and Drinks
• Free Parking and Subsidized Bus Pass (a go-green initiative!)
  
  

Our Vision

Unleashing human potential to maximize company performance. We address a critical business need: to incentivize employees and align their behaviors with company goals.

Our Core Values

Customer Focus | Accountability | Respect | Excellence (CARE) are the keys to our success, and each day we’re committed to upholding them by delivering the best we can to our customers.

Xactly is proud to be an Equal Opportunity Employer. Xactly provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law. This means we believe in celebrating diversity and creating an inclusive workplace environment, where everyone feels valued, heard, and has a sense of belonging. By doing this, everyone in the Xactly family has the power to make a difference and unleash their full potential.