Support Engineer II (Remote- Canada)

At Emburse our mission is to help make our users’ lives – and their businesses – better. We are dramatically transforming how organizations manage corporate expenses and invoices. We humanize work by automating manual tasks and saving users’ time, so they can focus on what matters most – their family, community, or more rewarding work. We help CFO’s give their employees a simple and amazing experience while ensuring compliance and reducing costs. Our solutions are tailored for companies from start-ups and SMBs to enterprises such as Microsoft, Pinterest, Bosch, Bill & Melinda Gates Foundation, and Estee Lauder. We have more than 18,000 customers and 12 million users globally.

Support Engineers are responsible for receiving cases from production environment monitoring tools as well as directly from Production clients during their usage of Emburse products and providing the appropriate service to address those inquiries. Cases may consist of questions related to product functionality, reports of the product not working as expected, system availability, third-party integrations, and/or other topics related to access, configuration and usage. Support Engineers address these cases through: providing prompt communication with customers through various channels; testing, troubleshooting and analysis; research or internal consultation on product functionality; performing administration or configuration tasks via internal tools; transferring or escalating issues to another internal group when appropriate.

• Act as an mentor to other Support Engineers on both product and technical knowledge
• Respond to incoming support cases and phone calls, resolving how-to and technical issues
• Troubleshoot issues and create intermediate data fixes, interim solutions (non-code fixes), or technical workarounds using SQL and other technical support tools
• Interact with internal and external SFTP environments for sending and receiving client data
• Address support cases in a timely manner, meeting or exceeding the established standards for the role, functional area, business unit and / or client SLA commitments
• Effectively utilize the case management system ( Zendesk) to prioritize and manage cases and document all client and internal correspondence
• Confirm, reproduce, and escalate potential product defects with proper documentation
• Collaborate with other cross-functional teams including Customer Success Managers and Implementation Specialists as well as other partners and vendors to provide excellent service to Emburse customers
• Independently perform assigned responsibilities with little or no assistance.
• Support ERP integrations within the product environment and within the ERP environment, or by using knowledge of the ERP environment
• Evaluate, scope and process-map systemic change requests, and oversee execution
• Provide an exemplary customer service experience to internal and external stakeholders

• Bachelor’s or Associate’s degree in Business Information Systems, Information Technology or similar field, and/or equivalent experience required
• 2 years experience in a technical support role using SQL and Linux in a professional capacity
• 2 years experience of software support to business clients
• Ability to write intermediate SQL queries
• Ability to apply understanding of relational database structure to implement data corrections with little error
• Basic Linux command line experience
• Ability to communicate technical information to non-technical clients in a clear, articulate manner both written and verbally
• Great interpersonal skills to be able to work with clients and multiple departments
• Demonstrated ability to apply problem-solving and critical thinking
• Ability to manage and work both effectively and calmly under pressure
• Strong interpersonal and teamwork skills, with the ability to establish credibility, trust, and clear communication through the team or functional area
• Experience using online web meeting presentation software preferred
• Customer service experience preferred but not required
• Knowledge of accounting practices and terminology preferred, but not required

Emburse provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Emburse complies with applicable state and local laws governing nondiscrimination in employment in every location where the company has facilities. This policy applies to all terms and conditions of employment.