Quick Summary
At Advantive, we don’t just make software—we build careers and power the manufacturing and distribution backbone of the global economy. We are growing fast, investing in AI, and building a culture where motivated, curious people rise quickly.
As a Principal Support Engineer, you will serve as the tier three Subject Matter Expert (SME) for customers requiring technical assistance with Advantive's strategic Kiwiplan product line. This is a fully remote Support Engineer role, providing support via phone, email, and our dedicated support portal. Key responsibilities include diagnosing and resolving high-level technical issues, escalating complex concerns to Development or cross-functional partners, mentoring Support Engineers and Senior Support Engineers across tier one and two teams, and ensuring exceptional customer satisfaction with world-class service standards.
The ideal Principal Support Engineer candidate is professional, solution-oriented, and dedicated to root cause analysis. You will possess the ability to quickly analyze situations, identify solutions, and provide clear, informed recommendations to peers, cross-functional teams, and leadership. Superb communication, organization, and time management skills are essential for effectively managing diverse and complex technical 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 using solid troubleshooting methodologies.
- Communicate effectively with clients throughout the support ticket process, including resolution.
- Resolve mid to high-level technical issues, from general software inquiries 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 primary customer contact, building trust, 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 and other team members or partners.
Why Advantive?
- Culture of Growth: We focus on talent development, offering support, coaching, and challenging opportunities.
- Career Acceleration: Benefit from rapid career progression and internal promotion opportunities, with many leaders starting in frontline roles.
- Real Impact: Contribute meaningfully to businesses that power global supply chains, manufacturing, and 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 prioritize a strong fit and a culture of creative problem-solving and innovation. Selected candidates will complete aptitude and personality assessments prior to a recruiter interview. These assessments are standard for all employees, from early career to CEO. Please monitor your inbox for an assessment email from a no-reply address via our ATS (Hirebridge).
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 make job offers without conducting face-to-face (including virtual) interviews and will never ask for 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 with enterprise customers.
- 5+ years of Linux operating system experience, including commands, shell scripting, system configuration, software installation, and troubleshooting.
- 7+ years experience with MySQL.
Additional Skills and Qualifications Considered
- Experience with PHP, JavaScript, or Java.
LOCATION: UK - Fully Remote
HOURS: Eastern European hours (8am-5pm CE).
All information will be kept confidential according to EEO guidelines.
Qualified applicants will be asked to complete a 30-minute online assessment as part of the application process.