Software Technical Services Engineer at Impact

Your Role at Impact:

Primarily focused on:

• Technical troubleshooting and making sure Technical Support tickets in Jira get resolved / delegated in a timely and efficient manner.
• New technical integrations during onboarding of “Enterprise” tier accounts.
• Re-implementations / migrations of “Enterprise” tier accounts.
• Oversee and mentor Product Engineers / Junior Solution Engineers.
• Periodic account reviews to vet technical settings and discover inefficiencies and mistakes in configuration.

This role is in the middle of all of the technical issues facing our client base and must use this knowledge to help identify/define improvements to our product/technology. 

This role reports to the Manager of Technical Services/ Solutions.

What You'll Do:

• Specific activities will include interfacing with clients (business and technology) and answering questions on the integration process and technology, best practices and performance expectations. This person is an expert at impact.com’s technology and will be tasked to deliver custom engineering and advanced technical support to customers that buy those services, or as determined by impact.com’s leadership team.

• This position will also work with the technology and customer support teams to identify and analyze data errors to help ensure stability and reliability of the impact.com’s platform.

Priority 1

• Resolve tickets in the incoming Technical Services/ implementations queue
• Lead technical integration or support calls with new/ existing clients
• Acquire as much product knowledge as possible
• Provide assistance in technical services Slack channel amongst others

Priority 2

• Create Jira tickets that address technical issues related to our product.
• Actively engage with the Product team to give feedback on new features and offer product ideas.
• Oversee and mentor various staff members
• Add/Create/Maintain confluence documentation
• Identify and spec out tools/reports that assist the tech troubleshooting process
• Train new resources assigned to the Technical Services Jira queue
• Assist in the creation of technical related help content / documentation that is made available to client base
• Serve as a go to person in regards with technical product knowledge for the entire organisation 

Priority 3

• Provide technical support as needed in the sales process.
• Create and maintain technical troubleshooting "recipes"
• Monitor the incoming Technical Services/ Implementation Queue and Verify the tickets, resolve and suggest workarounds

What You Have:

• Undergraduate degree in Computer Science, Engineering, Science, Math's or related Science or Commerce discipline
• 2+ years experience in Integration Support, Sales Engineering, Software Development or related discipline, preferably in an external customer-facing capacity.
• Ability to perform log analysis, including writing SQL queries.
• Experience in Web application and tool development is preferred.
• Experience of at least one scripting / programming language (JavaScript, Python, PHP) is preferred.
• Passion for solving customer issues in a fast paced environment
• Excellent verbal and written communication skills
• Ability to learn new technologies quickly and work independently

Benefits/Perks:

• Casual work environment, including working from home
• Flexible work hours
• Unlimited PTO policy

Take the time off that you need. We are truly committed to a positive work-life balance, recognising that it is important to be happy and fulfilled in both

• 6 month paternity/maternity leave
• Training & Development

Learning the advanced partnership automation products

Medical Aid and Provident Fund 

• Group schemes with Discovery & Bonitas for medical aid
• Group scheme with Momentum for provident fund
• Restricted Stock Units

3-year vesting schedule pending Board approval

• Internet Allowance
• Fitness club fee reimbursements