Summary:

As an Implementation Engineer at PRGX, you will be responsible for providing high-quality technical support to our clients and assisting with new client onboarding. Your role will involve troubleshooting software issues, documenting solutions, collaborating with team members, and continuously improving our processes. You will also play a key role in ensuring our customers have a seamless experience with our products and a smooth onboarding process.

Responsibilities:

• Technical Support: Provide prompt and efficient technical support to customers via various channels (email, chat).
• Troubleshooting: Diagnose software issues, using your knowledge of PRGX applications.
• Documentation: Create and maintain documentation for common issues and their resolutions, contributing to the knowledge base.
• Collaboration: Work closely with other teams, including Engineering, Product Development, and IT to resolve customer issues.
• Process Improvement: Continuously seek ways to improve support processes and tools.
• New Client Onboarding: Assist in the onboarding of new clients, including setting up environments, configuring software according to client specifications, and importing data.

Job Qualifications:

• Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent experience.
• Minimum 2 years of experience in a technical support role or similar position.
• Strong problem-solving skills and the ability to diagnose and resolve technical issues.
• Excellent written and verbal communication skills.
• Familiarity with customer support tools and platforms.
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
• Strong customer service orientation with a focus on empathy and patience.
• 
  

Preferred Qualifications:

• Experience with Relational databases and ability to write SQL queries and stored procedures.
• Knowledge of programming / scripting languages (e.g., Python, C#, Java) for automation.
• Familiarity with unix or windows operating systems is a huge plus.
• Familiarity working and supporting cloud native platforms and technologies
• Experience using monitoring and logging tools is a huge plus (e.g., Grafana, Prometheus).
• Understanding of networking concepts and protocols.

Required Skillset:

1. Technical Proficiency: Strong understanding of software systems and troubleshooting techniques.
2. Problem-Solving: Ability to analyze issues, identify root causes, and implement effective solutions.
3. Communication: Excellent written and verbal communication skills to interact with customers and team members.
4. Documentation: Ability to create clear and concise documentation for support processes and solutions.
5. Collaboration: Capability to work effectively in a team environment and collaborate with cross-functional teams.
6. Adaptability: Ability to adapt to changing technologies and customer requirements.
7. Analytical Thinking: Ability to analyze data and use insights to improve support processes.
8. Onboarding: Ability to assist in the onboarding of new clients, setting up accounts, configuring software, and loading and transforming customer data.

Scope:

• Providing technical support for PRGX products.
• Troubleshooting and resolving customer issues.
• Collaborating with cross-functional teams.
• Contributing to documentation and knowledge base.
• Assisting with new client onboarding.

Tool Types:

• Databases: SQL, Postgres
• Scripting Languages: Java, C#, Python, or JavaScript.
• Platforms: Rancher, Azure
• Monitoring & Logging: Grafana, Prometheus
• Customer Support Tools: Jira, Confluence