Successful candidates for Ryvit's Support Engineer position will be:
- Proficient in SQL
- Proficient in C#
- Able to provide technical troubleshooting assistance
- Energized by growing with a startup
Background experience in supporting Viewpoint Vista, Viewpoint Spectrum, Sage 300 CRE, Sage 100 C, InEight, Procore, Newforma, or SAP Concur (while not required) would be very helpful.
How you help us achieve our company goals
Support Engineers are on the frontlines of the customer journey. We are a team of troubleshooting experts that have a deep understanding of the Ryvit Integration Network. We work quickly on behalf of our customers to ensure they get the help they need. Support Engineers are responsible for meeting our Service Level Agreements with Partners and Customers (while maintaining top-quality outcomes).
Your areas of ownership
- Provide troubleshooting assistance to customers & partners when they need it
- Assist with support ticket triage and ensure tickets are resolved within SLA
- Help reduce the ticket escalation rate
- Assist with support documentation & process management
- Capture customer feedback and route it to the appropriate internal stakeholders
How to be successful in your role Customer Satisfaction
As a Support Engineer, you’ll have ample opportunity to make (or break) the Ryvit brand with our customers & partners. When working on a ticket, you’ll be communicating directly with our customers & partners. It’s important that you communicate clearly, proactively, and regularly with updates regarding your progress on the ticket. It’s also important that you deliver effective results for the customer/partner withing the SLA.
You will be expected to troubleshoot the root cause of a given support issue swiftly and accurately. You may also be asked to create tickets that summarize your findings for our engineering team so they can deploy a fix (if necessary).
The Ryvit Integration Network is continually expanding to include new partners and integration. As such, maintaining proper documentation is an imperative for the company – one that our Support Engineers will often be expected to help drive. If you notice insufficient support documentation for a given product (either internally or on our public-facing knowledge base), you will be expected to help get such documentation created.
What to Expect on the Job
The Ryvit Support Team is a group of technical experts working together to ensure customers and partners get the help they need as quickly as possible. Mornings are primarily dedicated to ticket triage, then it’s a matter of working through tickets in order of priority (Critical -> Low). As a Support Engineer, you’ll be running point on several customer and partner tickets per day. Your main focus is to bring the ticket to resolution. To do so, you may need to talk with the customer/partner to get clarification and/or gather additional details. You may need to lead a screensharing session and/or send several emails to stakeholders for updates. By the day’s end, your goal will be to have 0 tickets left unassigned or without a clear next step identified in the process.