Sr. Customer Support Engineer

The Senior Customer Support Engineer will play a critical role in providing technical support and solutions to our customers, with a specialized focus on issues related to revenue recognition. This role involves troubleshooting complex technical problems, guiding customers through system configurations, and ensuring compliance with relevant accounting standards.

Responsibilities

• Provide high-level technical support to customers, addressing inquiries, troubleshooting issues and resolving complex problems related to revenue recognition.
• Manage and prioritize multiple customer cases to ensure timely and effective resolution.
• Apply deep understanding of revenue recognition principles and standards (eg., ASC 606, IFRS 15) to assist customers in configuring and optimizing their systems.
• Collaborate with internal teams to ensure the company’s software solutions comply with current revenue recognition regulations.
• Diagnose and resolve technical issues related to software applications, databases, and system integrations.
• Lead the implementation of revenue recognition solutions by working closely with development teams, providing technical guidance, and ensuring the successful integration of revenue recognition capabilities into our software systems.
• Work closely with the development team to identify and fix software bugs and implement necessary updates.
• Develop and deliver training sessions to customers on best practices for revenue recognition within the software.
• Create and maintain comprehensive documentation, including user guides, FAQs, and troubleshooting manuals.
• Collaborate with cross-functional teams (e.g., Sales, Product Management, Engineering) to provide customer feedback and influence product enhancements.
• Communicate effectively with customers to understand their needs and provide solutions that enhance their experience.
• Must be comfortable with juggling multiple priorities with the ability to manage time effectively.
• Stay current with industry trends, emerging technologies, and changes in revenue recognition standards.
• Contribute to the continuous improvement of support processes and tools.

Qualifications

• Bachelor’s degree in Accounting, Finance, Computer Science, or related field.
• Minimum of 5 years of customer support or technical support roles, with at least 2 years focused on revenue recognition.
• Proficiency in using and troubleshooting software applications, knowledge of SQL and database management, familiarity with ERP systems.
• Strong understanding of revenue recognition principles and standards (e.g., ASC 606, IFRS 15).
• Salesforce experience: billing, Sales/Service cloud, technologies that work with Salesforce, Java Script, WebServices, REST, and SOAP APIs, Integration Patterns and Best Practices.
• Expertise in Snowflake to assist customers with data warehousing needs, including setup, optimization, and troubleshooting.
• Experience on newly added functionalities in Snowflake.
• Excellent verbal and written communication skills, with the ability to explain complex technical concepts to non-technical users.
• Strong analytical and problem-solving skills, with the ability to think critically and provide innovative solutions.
• Demonstrated commitment to delivering exceptional customer service and improving customer satisfaction.