Lead Product Support Engineers

About the position

The Lead Product Support Engineer at PROS, Inc. is responsible for providing technical support and guidance to customers using PROS solutions. This role involves analyzing technical challenges, troubleshooting customer incidents, and ensuring a high-quality customer experience. The position requires a strong background in various operating systems and cloud technologies, along with the ability to work collaboratively in a team environment.

Responsibilities

• Analyze technical challenges when implementing and adopting Cloud solutions into complex business environments.
• Provide well-thought-out and reliable direction, both in technical and non-technical terms, to help customers in their use of PROS solutions.
• Take end-to-end ownership of customer incidents, including initial troubleshooting, identification of root cause and issue resolution.
• Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience.
• Confer with customers regarding the nature of technical issues and analyze customer technical issues to ensure problems are resolved as expediently as possible.
• Collect information and document bugs with Engineering for product issues that are impacting customers.
• Provide feedback to the training and documentation organization so that common or emerging issues can be addressed before they become serious or widespread.
• Create process or troubleshooting documentation in the support knowledge base.
• Deliver against customer experience and efficiency targets.
• Push creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements and new ways to delight customers.
• Work in and thrive in a team environment where you can learn from and contribute to the team's success.

Requirements

• At least a Bachelor's Degree in Computer Science, Computer Engineering, Information Technology, Electronic Engineering, or a related field, or a foreign equivalency.
• Minimum 5 years of experience in Linux, Unix, and Windows operating systems as a support engineer, system analyst, or any related occupation.
• Minimum 5 years of experience in support of cloud-based product or technology experience, and working in a fast-paced environment.
• Minimum 2 years of experience in cloud monitoring tools such as Zabbix, Prometheus, PagerDuty, Grafana, or Geneos.
• Minimum 2 years of development experience with MSSQL, Oracle, and MySQL server databases.