ConnectWise is an industry and Global leading software company with over 3,000 colleagues in North America, EMEA and APAC. As a community-driven software company dedicated to the success of technology solution providers, our suite helps over 45,000 of our partners manage their businesses better, sell more efficiently, automate service delivery, and remotely control technology so they can consistently deliver amazing customer experiences.
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Game-changers, innovators, culture-lovers—and humankind.
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We see you and value you for your unique contributions. Our inclusive, positive culture lays the foundation to ensure every colleague is valued for their perspectives and skills, giving you the choice of how YOU make a difference.
Curious? Read this opportunity to learn how YOU can make a difference at ConnectWise!
General Summary:
The Technical Support Engineer is responsible for providing technical support to users using the CW PSA software by evaluating user needs, identifying problems, and finding solutions. This role works in partnership with cross-functional teams to troubleshoot, resolve, and document issues, getting partners back on track to having a positive experience with our products with enhanced overall system performance for partners.
Essential Duties & Responsibilities:
• Provides technical support to cross-functional teams, with a high attention to detail
• Researches, analyzes, and documents findings
• May coach and review the work of other team members
• Serves as an escalation point for complex support requests
• Engages in the application of systems analysis of hardware or software for best practices per ConnectWise’s technical documentation and provides solutions based on diagnosis of the problem.
• Investigates issues reported by the customer for defects, data issues, etc. and works to resolve them.
• Analyzes, tests, and modifies customer data in the database / front end server, based upon the issue(s) identified.
• Interacts with customers to provide technical support via email, phone, cases, and remote sessions.
Knowledge, Skills, and/or Abilities Required: • Ability to manage projects and processes independently with limited supervision, Advanced knowledge of applicable work area, Ability to situationally adapt and understand new technology/processes as per business requirements, Strong customer service, communication, and organizational skills, Problem-solving skills and ability to meet reasonable deadlines
What skills are coachable or nice-to-have? SQL Server Profiler - Extended events in SQL Server - Debug View - Ability to debug code locally.
What are the non-negotiable skills and experiences this person needs to have?
Database: - SQL - should have a very sound understanding of SQL and its working including handling data, insert / update / delete of data in the SQL Server database as well as SPs and triggers.
Programming languages: - ASP.net, .NET core, C#, JavaScript, MVC, Web API, - Experience with Visual Studio and Git Source Control. - Experience with HTML, Javascript and React - Experience with Intellij / Eclipse.
ConnectWise is an Equal Opportunity Employer, dedicated to building a diverse and inclusive workforce and providing a workplace free from discrimination and harassment. ConnectWise provides equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, religion, age, sex (including pregnancy), sexual orientation, gender, gender identity or expression, ancestry, national origin, citizenship status, physical or mental disability, genetic information, military/veteran status, marital status, familial or parental status, or any other characteristic or status protected by applicable federal, state and local laws.
The statements above are intended to describe the general nature and level of work being performed by individuals assigned to this job. Other duties may be assigned as needed. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job and/or to receive other benefits and privileges of employment. If you need a reasonable accommodation for any part of the application and hiring process, please contact us at talentacquisition@connectwise.com or 1-800-671-6898.
