Principal Application & Technical Support Specialist
Strata Decision TechnologySalary not specified
Full Time
Senior (5 to 8 years)
Not SpecifiedCompensation
Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Software as a Service (SaaS)Industries
Requirements
Candidates should have 3+ years of experience in a direct customer-facing support role, handling technical troubleshooting, and 3+ years of experience troubleshooting modern web applications. Strong knowledge of Database technologies (SQL, MongoDB, Oracle) and the ability to write and execute queries is required, along with familiarity with APIs and knowledge of API debugging using Postman or cURL, and experience supporting SSO, SAML, Provisioning, User Sync, HRIS, and other integrations. Hands-on experience with any log analysis tools (CloudWatch, Observe, Kibana, Loggly, Splunk, Coralogix) to investigate system behaviors and diagnose issues, and familiarity with any Web Scripting languages (JavaScript/NodeJS, HTML, CSS, C, C++, Java, Python) to assist in troubleshooting are also required.
Responsibilities
The Senior Technical Support Engineer will provide expert-level troubleshooting and technical support for Simpplr customers post-implementation, reviewing, triaging, and diagnosing customer-reported issues, functional queries, admin requests, and feature requests. They will collaborate closely with Product, Engineering, and Customer Success teams to ensure timely resolution of complex issues, lead incident management processes for customer-impacting outages and drive resolution efforts, research and analyze complex cases, contributing to the internal Knowledge Base and Community forums, and ensure all support interactions are properly documented, following established processes and best practices. They will identify recurring issues and contribute to proactive support measures and process improvements, and be the first-line technical support for Simpplr’s Enterprise customers and provide second-line support for Digital and Commercial customers via Zendesk, phone calls, and live troubleshooting sessions.
Skills
Troubleshooting
Customer Support
Technical Support
SaaS
Zendesk
Communication
Problem-Solving
Collaboration
Simpplr
Modern intranet platform for employee engagement
About Simpplr
Simpplr offers a modern intranet platform that aims to improve employee experience and strengthen company culture. The platform is designed to provide a seamless and personalized experience for employees, regardless of their work location. It serves a diverse range of clients, including businesses of all sizes across various industries, and has gained the trust of over 700 customers. Simpplr operates in the digital communication and collaboration market, which has grown due to the rise of remote work. The platform enhances internal communication, tracks employee sentiment, and promotes digital wellbeing, allowing employees to efficiently access necessary information, thus boosting productivity and collaboration. Unlike many competitors, Simpplr focuses on creating a cohesive experience tailored to the needs of employees. The company's goal is to provide a service that fosters a strong company culture and improves overall employee engagement.
Redwood City, CaliforniaHeadquarters
2014Year Founded
$119.6MTotal Funding
SERIES_DCompany Stage
Consumer Software, Enterprise SoftwareIndustries
201-500Employees
Benefits
Generous PTO
Flexible work hours
Remote work options
Premium medical, mental, dental, & vision coverage
Career development
Equity incentives
Retirement contributions
PTO to volunteer
Risks
Competition from Zoom's Workvivo could impact Simpplr's market share.
Integration challenges from acquiring Socrates.ai may divert focus from core offerings.
Strategic shifts by new CMO Gary Sevounts could affect brand perception.
Differentiation
Simpplr is recognized as a leader in the 2024 Gartner Magic Quadrant.
The platform offers AI-driven personalized employee experiences, enhancing engagement and productivity.
Simpplr's acquisition of Socrates.ai boosts its AI capabilities for comprehensive solutions.
Upsides
Growing demand for AI-driven platforms supports Simpplr's market expansion.
Hybrid work models increase the need for robust digital communication tools.
The intranet software market is projected to grow at a 14.2% CAGR until 2028.
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