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Technical Support Specialist

at Intangi, Inc. in Santa Clara, CA   —   Apr 04, 2014   |  
Overview
Headquartered in Santa Clara, California, Intangi Inc. was founded with the primary mission to help manage the many complexities that organizations face in the design, sale, implementation and support of complex products and solutions.

Intangi has developed a unique solution platform and a suite of software products that address the growing challenges organizations face when selling complex hardware and software solutions. Our unique software helps to bring intelligence and automation to our customers' complex business process with a focus on the critical proposal stage.

We're looking for a bright, energetic Technical Support Specialist to help our customers realize the full benefits of Intangi's Technical Sales Force Automation products. As a Technical Support Specialist, you will support customers, during pre-sales and post-sales to give guidance on the optimal use of the best BPM/TSFA solution in the industry.

The ideal candidate should be experienced in complex, enterprise-class applications support. Communication skills and unbridled enthusiasm are imperative. Networking or systems engineering experience is definitely a plus.
Responsibilities
Recognize and escalate difficult technical/business issues within the Customer Support organization
Work with support and/or product development personnel to troubleshoot and workaround product issues
Perform in-depth diagnostic work, including log file review, customer and product code review, and root cause analysis
Create Knowledge Base Articles/Technical Notes
File enhancement requests and work with product management/product marketing to understand requested product enhancements
Work to improve customer support methods and processes
May travel up to 5% of the time
Experience
Good verbal, written and listening skills
Demonstrated problem-solving, follow-up, and time management skills
Demonstrated experience in complex application support and network technology
Experience implementing or supporting large enterprise software solutions
Experience diagnosing and fixing problems in complex software
Attention to detail
Education
* Bachelor of Science degree in Engineering, Computer or Information Management, or related education or experience
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