Senior Tech Support Engineer

About Us:

insightsoftware is a global provider of reporting, analytics, and performance management solutions that unlock the potential of business data and transform the way finance and data teams operate. We empower leaders from over 32,000 organizations to make timely and intelligent decisions. Our comprehensive solutions span Financial Planning and Analysis (FP&A), Controllership, and Data and Analytics. We deliver finance teams the insights required to navigate any economic climate and drive greater financial intelligence, while increasing productivity, visibility, accuracy, and compliance. Learn more at insightsoftware.com.

Job Description:

The Senior Support Engineer provides advanced technical and application support to end users for Longview Software. As the Senior Support Engineer, you will be responsible for responding to incoming inquiries and determining the appropriate action to resolve each issue across multiple lines of business. Provide assistance to customers (internal and external) regarding our products and services. Responsible for maintaining high customer satisfaction and world class service standards while representing the Customer Support Department. 

Responsibilities

• Provide technical solutions and guidance throughout the support cycle for both the external and internal teams and customers
• Analyze and explain data and process flow within a CPM and Tax Provision software
• Troubleshoot and resolve data and basic technical related issues
• Devise client workarounds/temporary solutions as necessary
• Provide information to customers regarding product operation, maintenance and repair by answering questions and requests
• Lead conference calls with customers to better understand issues and business cases at hand
• Use of AI tools for steamlining workflows and assisting customers.
• Transfer Longview knowledge to the customer as required
• Provide structured information, as well as logs from troubleshooting to engineering teams
• Assist in the identification and definition of new product opportunities and enhancements
• Rotational on call for afterhours critical issues
• Other tasks as assigned

Here’s what you’ll love:

• Your ability to champion new initiatives, and implement change
• Being a member of a dynamic, global and high energy team that is committed to building strong relationship with clients and customers and driving Longview success
• Opportunities to think outside of the box, make a mark, and be recognized for your contributions
• Use of AI tools to manage your customers more efficiently

Requirements for the role:

• Experience and demonstrated ability in a customer service role

• Experience in corporate accounting and/or tax related areas for large corporate entities

• Excellent verbal and written communication skills, ability to proofread and edit documents
• Consistently follow department policies and procedures when working independently and with cross-functional teams
• Strong attention to detail with the ability to retain knowledge of operating systems, procedures, products, compliance and customer information while managing multiple tasks and maintaining high accuracy standards
• Strong problem analysis, problem solving, and decision-making ability under pressure
• Excellent research ability to offer solutions while adhering to policy guidelines
• Display strong ability to manage projects and assume quality control
• Experience of using AI tools
• Ability to handle multiple tasks simultaneously
• Able to work well under pressure and time constraints

Nice to Haves for the role:

• Any Longview product experience
• Hosting infrastructure fundamentals

For sales roles, this range includes the commission target. For non-sales roles, this is a base salary only range; additional bonus eligibility may apply.

Your specific offer within this range will be determined by your skills, experience, and qualifications.

We are committed to pay transparency and fair compensation practices. If you have questions about our compensation approach, please don't hesitate to ask during the interview process.

Additional Information

All your information will be kept confidential according to EEO guidelines.

Learn more about our high-energy, high-performance global team: Work With Us

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Background checks are required for employment with insightsoftware, where permitted by country, state/province.

At insightsoftware, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.