Product Support Engineer

Evive people are game-changers.

Evive was founded by two people who wanted to challenge the status quo...and did. Since 2007, that spirit has defined our culture. The work we do is redefining how people use their employee benefits, with SaaS-based services that help people to improve their lives and Fortune 1000 enterprises to optimize their benefits investments. We strive every day for the ideal of #benefitslove. Are you one of us?

We’re looking for a thorough Product Support Engineer. Is it you?

The Tier II Member Support Engineer is responsible for performing all technical support tasks and advanced troubleshooting of end user issues. This part of the team supports all of Evive's products. The Tier II Member Support Engineer will provide support to the Tier I Customer Support team by troubleshooting technical issues that come directly from the client and end users. They will collaborate closely with our global team of skilled Engineers and Developers to rapidly resolve software issues and quickly address customer requests.

Key Responsibilities

  • Owns and manages all advanced issues escalated from the Tier 1 Customer Support Team.

  • Maintains frequent communication with the Tier 1 Customer Support Team while investigating and resolving issues.

  • Constantly looks for opportunity to automate the manual and repeated tasks.

  • Researches, replicates, diagnoses, troubleshoots, and identifies solutions to resolve technical company product and system issues, including SSO/API set up and data integrations.

  • Follows standard procedures for proper escalation of unresolved issues to the appropriate internal; and external teams.

  • Contributes to the product solution's technical knowledge base that is used by customers, partners, and internal employees on a regular basis.

  • Provides detailed documentation of all technical issues within call tracking database.

  • Provides feedback to product development and product management teams.

  • May assist in the planning and coordination of application debugging, testing, modification, configuration analysis, network analysis, and general troubleshooting of databases and applications.

  • Collaborates with quality assurance and development teams on understanding of issues and steps needed to resolve them.

  • All other duties as assigned.

Skill Requirements

  • Proficient with at least one or more of scripting/programming languages like Shell, python etc

  • Experience working for a consumer-facing health product preferred.

  • Experience with ticketing systems such as Freshdesk and Jira.

  • Excellent communication and collaboration skills; ability to work effectively with team members.

  • Ability to handle a fast-paced environment.

  • Highly developed problem solving and analytical skills.

  • Ability to manage a diverse workload and assign priorities to tasks.

  • Ability to manage multiple tasks simultaneously under time constraints.

Qualification and Experience

  • BTech or MTech in Computer Science or a related technical discipline(or equivalent)

  • 1-2 years of total experience in a customer facing technical role

 

Evive takes care of its teammates. Here are our current benefits:

  • Laid-back office, casual attire—jeans and a t-shirt are always okay!

  • Live breakfast counter, wholesome lunches, and evening snacks. Every day.

  • Competitive salaries with annual bonus pay.

  • Paid Time Off

  • Employer-paid medical insurance 

  • Company-sponsored book club

  • Quarterly events with give-aways!

 

If you’re prepared to go big, go bold, and go beyond, you’re ready to go Evive.

Come, work with us. We’ve got everything you need. Show us what you got!

Apply now!  

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