Drive customer satisfaction by tackling complex challenges in NetSuite products and implementations
Champion of products to accelerate customer’s success by providing timely and efficient solutions
Partner closely with the product development team to leverage customers’ insights
Define best practices, infrastructure processes, and SOPs of the Support team
Work with development teams to better understand issues and provide suggested solutions
Log tickets and convert them to product knowledge FAQ and wiki
Continuously learn and stay up to date with changes in product and custom implementations

3+ years in technical support or help desk experience, preferably at a SaaS company
Creative troubleshooter, with an analytical approach to problem solving
Strong written and verbal communication skills
Highly organized and capable of multitasking
Self-motivated and can work autonomously in a high-speed environment
An owner’s mindset
you don’t shy away from the hard stuff
2+ years experience in NetSuite
Degree in computer science/engineering, or equivalent work experience

Product Engineer

Key skills