We are seeking individuals with are passionate about technology, to provide complex support services of our SaaS solutions. Reporting to the Manager of Customer Support, this individual will work closely with our customers and Customer Success Managers to provide break-fix support, operational maintenance, and premium support services. This position is an integral part of Apptio's long-term relationship with its global customers, and the efforts put forth by this individual will directly impact the long-term success of the relationship. In order to succeed in this team, this individual must have the passion and energy to work in an entrepreneurial and fast paced environment.
Apptio support is a global 24/7 team whose mission is to provide our customers with world class support. We strive to go above and beyond for our customers ensuring their success using our Apptio products.
6+ years of experience in technical support, software services, or system administration for a large end-user community.
3+ years of experience in working with Enterprise customers.Tech Coverage:- Minimum Bachelor Degree in Engineering.
-Strong database skills, with the expertise to write and update SQL queries with ease
-Experience with Troubleshooting Skills, Data Analysis Skills and UNIX.
-Familiarity with Cloud technologies, Jira and Confluence will be an added advantage.Competencies and Attributes:-Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facingenvironment.
-Able to effectively communicate as the internal expert with customers at an executive level on in-depth technical details, progress and next steps
-Ability to successfully manage your time, balancing multiple tasks with varying levels of priority and urgency
-Ability to problem-solve complex tickets, summarize root cause, recommend solutions and then escalate when
-Act as a customer champion by being the voice of the customer, check communication channels to stay on top of and
communicate effectively and proactively with the company or team updates.
-Be the example that continues to drive until the root cause is established with clear plans to resolve the customer
-Challenges others to provide and dig into context and rise to tough occasions.
-Experience in handling high visibility escalations.
Apptio is the leading software to fuel digital transformation. We help technology and finance leaders make smart decisions as they plan, analyze, and optimize technology investments in pursuit of digital transformation. Apptio’s software uses machine learning to translate technology costs and utilization across on-premises systems, vendors, projects, agile and cloud systems into a holistic, business-centric view. With Apptio, IT leaders make smarter digital transformation investments. Companies of all sizes and geographies trust Apptio to fuel their digital transformation, including 50% of the Fortune 100. For more information, please visit www.Apptio.com.
Apptio Inc. is not open to 3rd party solicitation or resumes for our posted FTE positions. Resumes received from 3rd party agencies that are unsolicited will be considered complimentary.
Apptio, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Apptio, Inc. complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.