JOB DETAILS

Premier Support Engineer

Cargas Systems • Full-time • Lancaster, PA, US • 5m ago

Are you great at learning new software quickly? Do you have technical skills but like interacting with people? We have an open position that combines both people and software. Come join our team as a Premier Support Engineer!

Cargas is an employee-owned software company based in Lancaster, PA. We have a unique culture where transparency, teamwork, and collaboration aren’t just words on a page – they are central to how we do business every day. If you join our team as a Premier Software Engineer, you will get to work with our own proprietary software, Cargas Energy. You’ll be working with existing customers who already use our product every day. Your main objective in this role will be to help troubleshoot and configure the software to suit the customer’s needs as they evolve over time. You’ll work through a ticketing system to prioritize bug fixes and make recommendations for SQL server updates. As you resolve each request or bug, it will be important to communicate with the customer to let them know the status of the issue. Strong communication skills will be critical in this role!

Key Job Responsibilities

Provide support for all technical queries from customers related to Cargas Energy as well as providing resolution for escalated issues
Own the customer experience and work to exceed their expectations
Handle critical customer concerns
Collaborate with less experienced colleagues using fundamental troubleshooting skills to isolate, analyze and provide resolution to customer issues of moderate to high complexity
Drive product change and improvement to make Cargas Energy the top tier energy platform
Be the Customer Success Team's ambassador to all internal groups and to help them be successful in their role

Competencies

Demonstrate experience supporting and solving complicated issues
Experience working in a swarming-based support environment
A deep knowledge of common practices in Cargas Energy
The ability to work with conflicting priorities by taking initiative and prioritizing accordingly
Good articulation skills including technical writing ability

Qualifications

A support enthusiast with strong troubleshooting skills and ability to navigate multiple product environments
A problem-solver and decision-maker who can easily guide customers through key moments of their experience
A dedicated teammate that can both follow and lead depending on the situation
A people persion - striving to build a strong rapport with customers
Ability to relate with customers in a genuine way that lets them know you care about their issues
A curious and results-oriented learner who can delve into existing or new products to learn them inside-out
Ability to "zoom out" of a problem, in order to ask the right questions and explain complicated issues in simple terms

Education/Experience

Bachelor's degree in computer science or related field; 5-9 years' experience in programming and/or software development; or equivalent combination of education and experience

Professional/Technical Knowledge - Required

Proficiency in Microsoft Office Suite software
Ability to learn Cargas and Dynamics GP/Intacct/CRM products
Advanced skills in database, software and web application design and programming
Knowledge of hardware (servers, tablets and related)
Strong skills in customer service, communication, mentoring and teaching
Attention to detail, organizational skills and ability to prioritize own work
Read, write, understand and speak English fluently

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