Principal Support Lead - Archibus

Who are we:

At Eptura, we're not just another tech company; we're a global powerhouse revolutionizing the workplace. Our innovative worktech solutions digitally connect people, workplaces, and assets in a unified platform, empowering 25 million users across 115 countries to thrive and succeed.

Joining Eptura means being part of a dynamic and forward-thinking team trusted by some of the world's most renowned companies, including 45% of Fortune 500 brands. We are on a mission to shape the future of work, and we want passionate, driven individuals like you to help us create a better, more connected world. If you're excited about making a real impact and being at the forefront of workplace innovation, Eptura is the place for you!

Role Overview

We are seeking an exceptionally skilled and experienced Principal Support Lead to drive the resolution of highly complex technical issues related to our Archibus product. This role is crucial in ensuring seamless support and satisfaction for our clients. If you have deep technical knowledge with highly complex technical issues, exceptional troubleshooting skills, and the ability to communicate effectively with both technical and business stakeholders, we want you on our team.

Responsibilities:

• Technical Troubleshooter: Lead the resolution of highly complex technical issues for the Archibus product, ensuring client satisfaction and seamless operations.
• Team Collaborator: Work closely with internal teams, including Technical Support, Cloud Operations, Development, and Professional Services, to address and resolve issues.
• Client Liaison: Collaborate with external teams from customers and business partners to ensure smooth support and issue resolution.
• SQL Specialist: Utilize your deep technical knowledge in SQL, including stored procedure debugging, to resolve complex issues.
• Web Technology Expert: Apply your expertise in HTML, JavaScript, React.js, Java, and CSS to troubleshoot and resolve issues efficiently.
• DevOps & Cloud Savvy: Leverage your knowledge of DevOps or Cloud Operations/Site Reliability Engineering to enhance support processes.
• Security & Cloud Knowledge: Demonstrate familiarity with SAML, SCIM, AWS, and Azure cloud-based computing principles.
• Creative Problem Solver: Think outside the box to find innovative solutions to customer technical issues.
• Effective Communicator: Communicate effectively at all levels, from deeply technical discussions to business executive presentations.

About you:

• Experience: 10+ years of experience in supporting, developing, and maintaining SaaS products.
• Technical Proficiency: Deep technical knowledge in SQL, including stored procedure debugging.
• Web Development Skills: Expertise in HTML, JavaScript, React.js, Java, and CSS.
• Cloud & Security Knowledge: Familiarity with SAML, SCIM, AWS, and Azure cloud-based computing principles.
• DevOps Insight: Knowledge of DevOps or Cloud Operations/Site Reliability Engineering is a plus.
• Diagnostic Ability: Excellent troubleshooting and diagnostic skills.
• Creative Thinker: Ability to think creatively to solve complex technical issues.
• Communication Skills: Strong communication skills, capable of interacting with both technical and business stakeholders.

Preferred Skills:

• Cloud Operations Experience: Experience with cloud operations and site reliability engineering.
• Security Protocols Understanding: Strong understanding of security protocols and identity management systems.
• FedRAMP Experience: Experience supporting FedRAMP products is beneficial.

Benefits:

• Health, Dental, Vision & Pet Insurance
  • Dependent, Spousal and Domestic Partner coverage available
  • Up to $1000 Company HSA Contribution
  • Medical, Dependent Care and Limited FSA Accounts
• Income Protection and Replacement - 100% Company Paid
  • Short Term Disability
  • Long Term Disability
  • Life Insurance
• Employee Assistance Program
• Flexible PTO
• 401K with company match

Eptura Information:

• Follow us on Twitter | LinkedIn | Facebook | YouTube
• Eptura is an Equal Opportunity Employer. At Eptura we promote our flexible workspace environment, free from discrimination. We believe that diversity of experience, perspective, and background leads to a better environment for all our people and a better product for our customers. Everyone is welcome at Eptura, no matter where you are from, and the more diverse we are, the more unified we will be in ensuring respectful connections all around the world.