Technical Support Analyst - EMEA

What you’ll be doing…

• Collaborate with our customers to transform their business problems into customizations within our product.
• Communicate with internal team members and key stakeholders, applying technical leadership and expertise to ensure customer needs are met
• Act as a product expert (technical and functional) for Visier’s SaaS product and services, both internally and externally
• Provide quality and timely support to customers per the severity of the issue and the contractual Service Level Agreement (SLA)
• Work with enterprise, partners, and OEM customers to anticipate, identify and respond to issues they experience with Visier’s solutions, and address customers’ technical concerns and requests.
• Monitor all cases in our ticketing system and ensure timely resolution and closure of these cases
• Respond to and resolve alerts received from our monitoring tool in a timely manner
• Create knowledge-based articles and documentation to support other support team members and customers
• Coordinate Customer Service functions to diagnose, troubleshoot and solve our clients' technical issues in a timely and professional manner
• Work with our Professional Services, Customer Success, Development and Product Management teams to help communicate customer needs and urgency
• Be part of our on-call rotation and be available to work evening, weekend, and holiday shifts when needed

What you’ll bring to the table…

• Minimum 3 years’ experience in a technical, customer-facing support role
• Post-secondary education in a related field, or equivalent
• Strong knowledge of data and database management systems
• Strong analytical and problem-solving skills, ability to think about complex problems and