Product Support Engineer

🕒 2 days ago

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Anaqua

WebsiteLinkedInAll Job Openings

501 - 1000 employees

💰 Private Equity Round on 2019-02

Anaqua, Inc. is a premium provider of integrated intellectual property (IP) management technology solutions and services. Anaqua’s AQX platform combines best practice workflows with big data analytics and tech-enabled services to create an intelligent environment designed to inform IP strategy, enable IP decision-making, and streamline IP operations. Today, nearly half of the top 100 U.S. patent filers and global brands, as well as a growing number of law firms worldwide use Anaqua’s solutions. Over one million IP executives, attorneys, paralegals, administrators, and innovators in large and medium-sized companies use the platform for their IP management needs. The company’s global operations are headquartered in Boston, with offices across the U.S., Europe, and Asia. For additional information, please visit anaqua.com.

📋 Description

• Play a key role in the Support organization • Effective interactive work with clients (email, phone, web, or in person) • Extensively researching and documenting clients technical, data, workflow issues • Taking ownership of clients reported issues and seeing problems through to resolution • Meeting SLA while following standard procedures for proper escalation of unresolved issues

🎯 Requirements

• Bachelor's or master's degree in computer science, software engineering (or any related technical discipline) • At least 3-5 years of relevant experience in Tier 2 or 3 technical customer support (voice and email) • Hands-on technical work experience with PostgreSQL • Excellent analytical, troubleshooting, and debugging skills • Great attention to details when communicating with clients (verbal & written) • Motivated by a fast-paced culture and ability to work as part of a global team • Flexibility in the organization of your work • Ability to be a quick learner, autonomous, resourceful, and a proactive self-starter • Business Intelligence and Reporting experience a plus but not required • Legal experience and/or Intellectual Property knowledge a plus but not required • Foreign language fluency in 1 or more languages preferred

🏖️ Benefits

• Health insurance • Professional development