What are the responsibilities and job description for the Product Support Engineer position at Procore?
Company DescriptionJob Description
We're looking for a Product Support Engineer to join Procore's Technical Support Organization. In this role, you'll mainly responsible for all transactional customers' imports and will also act as a higher level of escalation for the support team for all issues and questions that cannot be resolved by the support team and requires deeper technical troubleshooting and investigation. He / she will also be providing technical professional services that do not require coding. This role serves to troubleshoot and escalate technical issues for the Levelset user base.
As a Product Support Engineer, you'll partner with CS, Implementation, Support, and Product to help manage Levelset's data import solution and assist in technical issues requiring escalation.. Use your analytical skills and curiosity to solve complex customer issues.
This position reports to the Implementation Manager and will be based in our New Orleans office. We're looking for someone to join us immediately.
What you'll do :
Responsible for transactional imports includes files received via email and sftp as well as one-offs
Manage and ensure compliance with users' custom import instructions.
Prioritize issues and questions based on impact and severity while ensuring SLA's are met.
Reproduce technical problems, diagnose causes, identify temporary solutions and communicate status updates to clients
Join and assist with customer support calls when advanced technical support is required.
Execute revenue support tasks.
What we're looking for :
Analytical, organized, and team player
Knowledge of Levelset product offerings, especially the imports
Ability to present complex technical information to non-technical audiences
Provide users with support on technical, operational, and user / account-related issues, on the phone, via email and / or in-person
Strong Customer Service skills, both telephone and email, with excellent oral and written communication
Ability to adhere to tight deadlines and prioritize work based on business and customer demands
Ability to deliver high-quality of work, keeping in frame support metrics like Customer Satisfaction, Turnaround Times, timely follow-ups, etc.
Experience with SOAP and REST web services is a plus
Ability to write SQL scripts to extract and update data from databases as well as identify issues is a plus
QualificationsAdditional Information
Base Pay Range $53,914 - $74,131. Eligible for Bonus Incentive Compensation. Procore is committed to offering competitive, fair, and commensurate compensation, and has provided an estimated pay range for this role. Actual compensation will be based on a candidate's job-related skills, experience, education or training, and location.
Perks & Benefits
At Procore, we invest in our employees and provide a full range of benefits and perks to help you grow and thrive. From generous paid time off and healthcare coverage to career enrichment and development programs, learn more details about what we offer and how we empower you to be your best.
About Us
Procore Technologies is building the software that builds the world. We provide cloud-based construction management software that helps clients more efficiently build skyscrapers, hospitals, retail centers, airports, housing complexes, and more. At Procore, we have worked hard to create and maintain a culture where you can own your work and are encouraged and given resources to try new ideas. Check us out on Glassdoor to see what others are saying about working at Procore.
We are an equal-opportunity employer and welcome builders of all backgrounds. We thrive in a diverse, dynamic, and inclusive environment. We do not tolerate discrimination against candidates or employees on the basis of gender, sex, national origin, civil status, family status, sexual orientation, religion, age, disability, race, traveler community, status as a protected veteran or any other classification protected by law.
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Alternative methods of applying for employment are available to individuals unable to submit an application through this site because of a disability. Contact our benefits team here to discuss reasonable accommodations.
For Los Angeles County (unincorporated) Candidates :
Procore will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable federal, state, and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act.
A criminal history may have a direct, adverse, and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment : 1. appropriately managing, accessing, and handling confidential information including proprietary and trade secret information, as well as accessing Procore's information technology systems and platforms; 2. interacting with and occasionally having unsupervised contact with internal / external customers, stakeholders, and / or colleagues; and 3. exercising sound judgment.
Salary : $53,914 - $74,131
