Product Tech Support Engineer

Product Tech Support Engineer
Viseu
Viseu, Viseu District, Portugal

See what you can do with Prophix

Prophix helps finance teams streamline planning, reporting, and analysis through Prophix One, our Financial Performance Platform. We bring automation, collaboration, and clarity together so people can focus on work that has impact. As we expand our AI-enabled capabilities, you will join a team where intelligent tools support meaningful contributions and people guide each decision with intention.

We have teams and offices across the UK, Europe, North America, and Australia.

The Product Technical Specialist (PTS) role will focus on delivering a positive experience to our customer and partner community by providing technical support for our product. As part of the Technical Support group, you will collaborate with various teams, including Customer Success, Professional Services, Product & Technology and Development.

The ideal candidate should have a strong understanding of technical concepts and can proactively seek solutions to provide technical expertise and guidance to support our customers' business needs. In addition, the PTS member must possess
- solving solid, interpersonal, and organizational skills to address a broad spectrum of technical issues in a
- paced environment.

What You Will Do

• Respond to customer/partner technical issues related to operating systems, networks, security, relational and OLAP databases within defined SLAs
• Conduct product installations, database restoration, troubleshooting, testing and system optimization for
  - premise environments remotely
• Handle and prioritize internal support escalations to ensure remediation affecting cloud services
• Observe proper change management processes and procedures
• Execute and configure software maintenance tasks to support application functions on production cloud environments when required
• Provision of OAT environments to replicate client issues, conduct analysis, and test potential solutions to implement
• Investigate DIS issues utilizing dynamo and debugging logs
• Act as a Level 2/3 support resource, assisting Application Support Analyst by handling escalated cases, mentoring on best practices, and ensuring timely and accurate resolution of complex technical or
  - related issues. "
• Participate in
  - call rotation to support and maintain uptime of cloud infrastructure 24/7/365
• Contribute to the maintenance of technical documentation to support operational processes
• Accurately document all customer interactions related to a customer issue in the issue tracking software for knowledge