Quick Summary
At Advantive, we don’t just create software—we build careers and empower the manufacturing and distribution sectors of the global economy. We are rapidly expanding, investing in AI, and fostering a culture where motivated, curious individuals can advance quickly.
As a Principal Support Engineer, you will serve as the Tier 3 Subject Matter Expert for customers seeking technical assistance with Advantive’s strategic Kiwiplan product line. Our Support Engineer Team operates fully remotely. You will provide support via phone, email, and our support portal. Key responsibilities include diagnosing and resolving high-level technical issues, escalating complex concerns to Development or other cross-functional partners, mentoring Support Engineers and Senior Support Engineers in Tier 1 and 2 teams, and ensuring customer satisfaction with world-class service standards.
As a Principal Support Engineer, you must be professional, solution-oriented, and driven to uncover the root cause of any problem. You will quickly analyze situations, identify solutions, and provide clear, informed recommendations to peers, cross-functional groups, and leadership. You will demonstrate superb communication, organization, and time management skills, effectively managing multiple diverse and complex problems simultaneously.
Key Responsibilities:
- Provide assistance and resolve customer inquiries for proprietary Advantive enterprise products.
- Diagnose, troubleshoot, and monitor open support tickets to resolution, escalating complex issues to Development or other cross-functional teams as needed, utilizing solid troubleshooting methodologies.
- Communicate effectively with clients throughout the ticket process and upon resolution.
- Resolve mid to high-level technical issues, from general software questions to advanced API or 3rd party integrations.
- Respond to new messages in the help center (powered by Salesforce) and answer incoming support tickets promptly.
- Create new knowledge center articles and tutorials to assist customers and other support engineers.
- Serve as a day-to-day contact for customers, building trust and rapport while identifying opportunities, highlighting best practices, and documenting success playbooks.
- Facilitate interaction and workflow among project team members, including third-party service providers, to ensure timely deliverables.
- Act as a mentor and guide for Support Engineer I/II or other team members/partners requiring assistance.
Why Advantive?
- Culture of Growth: We invest in talent development. You’ll be supported, coached, and challenged.
- Career Acceleration: Many leaders started in frontline roles. We prioritize rapid advancement and internal promotions.
- Real Impact: Your work directly supports businesses vital to supply chains, manufacturing, and entire industries.
Artificial intelligence (AI) technology may be used during the hiring process to record, transcribe, analyze, and rank interview responses. By submitting your application and participating in the interview process, you acknowledge and consent to the use of AI technology in the hiring process.
Interview Process:
We aim to identify a strong fit between our company and employees, fostering a culture of creative problem-solving and innovation. If selected for next steps, you will be invited to complete aptitude and personality assessments prior to a recruiter interview. All company personnel, from early career to CEO, have completed these assessments. The assessment email will originate from a no-reply address via our ATS (Hirebridge); please monitor your inbox.
Advantive is an equal opportunity employer. We are committed to equal employment regardless of race, color, ethnicity, ancestry, religion, sex (including pregnancy, sexual orientation, or gender identity or expression), national origin, age, disability, veteran status, or other class protected by applicable law. All qualified applicants will receive consideration for employment without regard to these characteristics. We are committed to providing reasonable accommodations to individuals with disabilities and to ensuring a fair and inclusive hiring process.
Warning! Advantive does not extend job offers without conducting face-to-face (including virtual) interviews and will never request money or personal information such as Social Security or bank details during the interview process.
Job scams have been reported against many companies. For more information, please visit: FTC Job Scams.
Requirements:
- 5+ years of technical support experience working with enterprise customers.
- 5+ years Linux operating system experience: Ability to work with and manage Linux, including knowledge of commands, shell scripting, system configuration, software installation, and troubleshooting.
- 7+ years experience in MySQL.
Additional Skills and Qualifications Considered
- Experience with PHP, JavaScript, or Java.
LOCATION: UK - Fully Remote
HOURS: Eastern European hours. 8am-5pm CE
All your information will be kept confidential according to EEO guidelines.
Qualified applicants will be asked to complete a 30-minute online assessment as a part of your application.