Associate Technical Support Engineer

ARIS is a Process Intelligence company that helps organizations discover, create, and transform their processes. They are seeking a motivated Technical Support Engineer to assist users in effectively utilizing their business process management and process mining solutions while supporting service improvement initiatives.

Responsibilities:

• Handle customer inquiries via ticket system, e-mail and phone to address product and technical issues efficiently
• Provide guidance on ARIS product features, functionality and troubleshooting
• Ensure proactive communication and timely, clear and friendly responses to achieve customer satisfaction
• Diagnose and troubleshoot product-related issues to identify root causes
• Assist customers in problem-solving by applying product and technical knowledge
• Work with logs, scripts or configurations to identify solutions
• Develop a deep understanding of ARIS product’s architecture, functionality and configuration options
• Keep up-to-date with product releases and improvements to provide relevant support to our customers
• Collaborate closely and proactively with other global ARIS teams (Engineering, Cloud Operations, Product Management and Customer Success Management)
• Identify patterns in support requests to proactively address recurring issues
• Contribute to improving support processes and workflows to enhance efficiency and response times
• Actively participate in training sessions and knowledge-sharing initiatives to refine best practices

Requirements:

• Bachelor's degree in Computer Science, Engineering, Information Technology or equivalent experience
• Experience in customer support or a technical support role in a software or tech environment
• Familiarity with troubleshooting software issues and working with logs
• Strong commitment to providing an exceptional customer experience
• Ability to listen actively, communicate empathetically and address customer issues patiently and professionally
• Excellent verbal and written communication skills in English, able to explain complex technical concepts to a non-technical audience
• Comfortable in navigating customer interactions, even in challenging situations
• Willingness to learn and understand product details
• Eager to stay informed about product updates and integrate this knowledge into support practices
• Analytical thinking, strong problem-solving skills, both independently and as part of a team
• Understanding of software development methods
• Experience with basic Cloud concepts such as Multi-tenancy, Clustering, Micro-service architecture, containerization, orchestration and cloud technologies
• Commitment and team spirit
• Cloud providers experience such as AWS and Microsoft Azure and their technologies
• ARIS product, installation, administration and configuration knowledge