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Technical Support Engineer for EMEA

Company

Apptio

Function

Customer Success

Level

Location

Kraków, Poland

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Job Summary

Us: Apptio’s products empower business leaders to drive optimal financial performance across their organizations. More than 60 percent of Fortune 100 enterprises trust Apptio to manage spend across the entire IT portfolio and beyond, so that they can focus on delivering innovation. Apptio automatically ingests and intelligently structures vast amounts of enterprise and technology-specific spend and operational data and enables users across disciplines to report, analyze, plan, and govern their investments collaboratively, efficiently, and with confidence.

You: We are seeking individuals who are passionate about technology, to provide complex support services of our SaaS solutions. Working with the Manager of Customer Support, you will be working 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 you put forward will directly impact the long-term success of the relationship. To succeed in this team, you have the passion and energy to work in a visionary and dynamic environment.

 Team: 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.

Responsibilities

 

What We Want You To Do:

  • Support and maintain customers who have implemented the Apptio SaaS solution, resolving customer issues in a timely fashion.
  • Operational management of clients (e.g. helping loading new data, maintaining and validating dashboard/report outputs, etc…)
  • Build and maintain excellent relationships with clients and achieve the highest level of customer fulfillment.
  • Work as part of our extended support team, exceeding customers expectations.
  • Use your business and technical analysis skills and knowledge of IT environments to solve complex issues and promote best practices.
  • Collaborate with other groups within the company to achieve customer expectations

Qualifications

What We Expect From You:

  • Fluent English
  • Min. 3 years of technical support, system implementation/administration experience
  • Knowledge and application of relational database concepts
  • Skilled at working with large data sets in Excel, quickly detecting and resolving data-related issues
  • Skilled at completing technical design via iterative mockups
  • Specific knowledge and application of IT services and financial management including budgeting cost allocations, capital & operating expense handling, program portfolio management, and application / infrastructure support is a plus
  • Operational knowledge of IT infrastructure domains including data centers, network / communications, server utilization, virtual environments, storage, and application development & maintenance
  • Ability to quickly comprehend complex spreadsheets/data in order to streamline the underlying processes into the Apptio solution; versed in formulaic logic (e.g. Excel)
  • Instinctive ability to subdivide problems into basic components in order to efficiently pinpoint root cause of issues
  • Client-focused attitude — a customer advocate
  • Team player with solid communication and presentation skills
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