Senior Technical Support Engineer

Centric Software is a global leader in providing innovative AI-enabled product-concept-to-commercialization solutions for retailers and brands. They are seeking a Senior Technical Support Engineer to deliver exceptional customer support and technical guidance, primarily focusing on North American customers and addressing their inquiries efficiently.

Responsibilities:

• Resolve customer queries and issues promptly, adhering to SLAs
• Collaborate with R&D, Services, Cloud Operations, and Pre-sales teams to address bugs and ensure project timelines
• Manage complex customer accounts and understand their hardware and software setups
• React quickly to major customer issues
• Ensure system availability and functionality for customers
• Analyze complex problems and propose solutions
• Establish credibility with internal and external customers
• Achieve proficiency in Centric 8 software installation and functionality

Requirements:

• Demonstrated expertise in customer-facing roles, coupled with strong software troubleshooting skills
• Experience in software installation, database management (SQL Server, Oracle), and cloud infrastructure (AWS, Azure, Google Cloud)
• Bachelor's or Master's degree in computer engineering, IT, Fashion Design, or a related field
• Minimum of 5 years' experience in a similar role, preferably within the technology or fashion industry
• Familiarity with PLM/PDM solutions and cloud infrastructure is highly desirable