Customer Support Engineer

About the Role

The Customer Support Engineer (CSE) provides in-depth application technical support to MasterControl customers. The CSE carries out troubleshooting and root cause analysis while resolving advanced technical issues. CSEs work with fellow team members, service consultants, sales operations, and other company resources to increase customer satisfaction and loyalty. CSEs act as the customer's first point of contact and are responsible for the identification of software defects, reporting them to development, and providing interim solutions when available and necessary. This position works with other internal resources to ensure issues are resolved in a timely fashion. CSEs follow technical support industry-standard best practices, concepts, and procedures. A degree of creativity and latitude is required. Full product training will be part of the onboarding process.

Key Responsibilities

• Exceeding customer expectations by providing a tailored service experience.
• Identify and resolve customer issues via incoming calls, emails, etc.
• Provide customers with knowledge regarding software functionality and best practices.
• Identify and reproduce software defects for submission to development.
• Provide customers with root cause analysis and in-depth troubleshooting.
• Meet and exceed Service Level Agreements through effective incident management.
• Writing Technical Documentation (e.g., Knowledge Base Articles).
• Contributes to the department's Key Performance Indicators (KPIs).
• Performs software implementation, installation, and upgrades to MasterControl customers.
• Updates and maintains reports for customers and key internal contacts.
• Provides backup support to other CSE team members.
• Works directly with escalation engineers to assure resolution of critical customer issues.
• Provide and participate in technical training and knowledge transfer for new or complex products.
• Contribute to overall content and quality of the knowledge base utilizing Knowledge-Centered Support principles.
• As directed, performs special projects.

Requirements & Tech Stack

• Database management knowledge / MS SQL experience required.
• LDAP & Active Directory experience / knowledge desirable.
• Understanding of virtual environments. Strong experience desirable.
• Programming experience / knowledge (e.g., JavaScript, HTML) helpful.
• Proficient with Claude Code or similar.

Qualifications

• Excellent customer relationship and advocacy skills.
• Advanced application troubleshooting skills.
• Attention to detail.
• Professional-level writing and communication skills.
• Professional English language, speaking/writing skills.
• May work a variety of schedule hours, as required.
• Must be willing to work USA hours of operation on a consistent basis.
• Travel may be required.