Solution Success Engineer I

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Global brands trust eGain knowledge management software to improve customer experience and reduce service cost by automating customer engagement and empowering employees. Top rated by Gartner, the eGain Knowledge Hub orchestrates AI and experts to deliver trusted answers to our client’s customers, agents, and field staff.

We dream big and sweat details. We are diverse, optimistic, and tenacious. We take pride in what we do but we don’t take ourselves too seriously. If work is fun for you, talk to us. We will not waste your time.

Duties/Responsibilities

• Technical Support:
  • Respond to customer or internal team inquiries regarding software applications via phone, chat or email.
  • Diagnose and troubleshoot issues related to software functionality, performance, and integration.
  • Provide timely and effective Support to application-related problems.
• Incident Management:
  • Track, document, and manage support requests and incidents using ticketing systems.
  • Escalate unresolved issues to higher-level support or development teams as needed.
  • Ensure that incidents are resolved within established service level agreements (SLAs).
• User Training and Documentation:
  • Provide guidance to customers on how to effectively use software applications.
  • Document technical issues, resolutions, and troubleshooting procedures for future reference.
• Continuous Improvement:
  • Participate in the identification and implementation of improvements to support processes and tools.
  • Suggest enhancements to software applications based on customer feedback and observed issues.
• Collaboration:
  • Work closely with software developers, QA teams, and other stakeholders to ensure application quality and provide efficient support to our customers.
  • Participate in team meetings and contribute to discussions and planning.
  • Ready to work with offshore team outside of business hours on need basis.

Education and Experience

• Education:
  • Bachelor’s degree in STEM or equivalent experience.
• Technical Skills:
  • Basic understanding of programming languages (e.g., Java, JavaScript, SQL).
  • Familiarity with operating systems (e.g., Windows, Linux).
  • Knowledge of troubleshooting tools and techniques.
• Soft Skills:
  • Strong problem-solving abilities and attention to detail.
  • Excellent communication skills, both verbal and written.
  • Ability to work independently and as part of a team.
  • Customer-focused with a commitment to providing high-quality support.
  • Ability to learn quickly, adapt to changing environments, and handle multiple tasks simultaneously.

• Previous experience in a technical support role, internship, or related IT experience.
• Experience or certifications with AWS or other cloud platforms.

Our Hiring Process is “Easy with eGain”

Next step

Email your resumé to [email protected] with the position title “Solution Success Engineer I” in the email subject.

Compensation

• The base salary range is $60,000 to $90,000. Your base salary will be determined based on your location, experience, and the pay of employees in similar positions.
• Performance-based bonuses are tied to individual and company performance.
• Comprehensive benefits package, including health insurance, retirement plans, and paid time off.
• Restricted stock or stock option grants, subject to company policies and performance.

Please note that the compensation package can vary based on the candidate’s qualifications and experience level.