Support Engineer - Global Support (m/f/d)

Jedox GmbH • Boston, MA

14h

About The Position

The Support Engineer serves as a trusted partner and first point of contact for Jedox customers, helping deliver a high-quality support experience. The role uses AI-powered tools to triage and investigate issues, resolve customer problems, and review and validate proposed solutions before they are shared.

The position supports cloud customers through configuration changes, guidance on Jedox Cloud settings, and customer portal account creation. It also involves managing tickets and escalations, maintaining customer communication, contributing to knowledge resources and support-process improvements, and developing practical knowledge of customers’ planning, budgeting, forecasting, reporting, and performance-management processes.

The role primarily supports customers and teams across the Americas during Pacific Time business hours; no shift work is required.

Requirements

• More than three years of experience working in SaaS or technical support in a fast-paced environment.
• Bachelor’s or Master’s degree in Computer Science or Engineering, or commensurate experience in software.
• Interest in EPM, FP&A, or finance processes such as planning, budgeting, forecasting, and management reporting.
• Strong analytical and problem-solving skills, with excellent interpersonal, organizational, and customer-service skills.
• Solid technical expertise in Windows and Linux systems, web servers, cloud services, databases, and Excel.
• Strong written and verbal communication skills in English.
• Availability to work primarily during Pacific Time business hours to support customers and teams across the Americas.

Nice To Haves

• Experience with EPM/CPM, business intelligence, planning software, financial systems, or supporting finance users.
• Experience with Kubernetes, Docker, Azure, ITIL, SRE practices, or Salesforce Service Cloud.
• Knowledge of EPM, FP&A, or finance processes; this knowledge can be developed through onboarding and training.

Responsibilities

• Respond to tickets in accordance with SLAs and assign the correct priority when submitting them.
• Triage, classify, and enrich incoming tickets to ensure timely and effective follow-up.
• Review and validate AI-generated solution proposals before sharing them with customers.
• Communicate positively and informatively with customers in writing and verbally, including by email, phone, and video.
• Implement configuration changes for cloud customers, provide information about Jedox Cloud settings, and create customer portal accounts.
• Check support responsibility for new tickets and escalate cases to the senior expert pool when needed.
• Own escalations, follow up on them, resolve them satisfactorily, and proactively manage the support queue.
• Contribute to the knowledge base and continuous improvement of support processes.
• Develop a practical understanding of how customers use planning, budgeting, forecasting, reporting, and performance-management tools to assess technical issues in business context.

Benefits

• Internal and external training and certifications for personal and professional development.
• Flexible work, including the possibility of working from different locations and owning working hours.
• Generous vacation time.
• Comprehensive health benefits plans, including pension plans.
• Career growth planning with a Line Manager.
• Public transit reimbursement or other perks such as bike leasing at most offices.
• Flat hierarchies and short decision-making processes.
• Corporate discounts across many brands and products.
• Regular opportunities to meet with colleagues globally for work, team events, social time, or sports.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level