Escalation Engineer at Convercent

| Greater Denver Area
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This role plays an integral technical role in the Convercent customer experience. This critical role is integral in our success and we are looking for a “SUPERSTAR” to fill this position. On top of meeting the qualifications for the position, the ideal candidate will be ready to work hard/play hard in a fast-paced, entrepreneurial environment. 

Responsibilities include, but are not limited to:

  • Ensure delivery of a first class, genuine and personalized customer support experience.
  • Troubleshooting and investigation of platform issues reported from clients, including building SQL queries, reviewing server event logs, failure mode isolation and debugging.
  • Tier 1 to Tier 2 Defect enrichment for escalation to engineering when not resolvable in Tier 2.
  • Serve as the liaison between customers and internal teams communicating defects, new business requirements and technology enhancement requests for improved customer experience.
  • Supporting and offering world class customer service to our clients.
  • Partnering well across departments, thinking creatively, and problem-solving.
  • Will be a technical subject matter expert on all things Convercent and will partner with our client’s technical departments/personnel as it relates to planning and strategy discussions.
  • Must have a deep understanding of the application configuration and how the product behaves under different scenarios.

Desired Skills/ Experience:

  • Working knowledge of cloud infrastructure and architecture, MS Azure a plus.
  • Web application development, debugging and troubleshooting, MVC a plus.
  • Relational Database Management, SQL scripting, MS SQL Server a plus.
  • Experience in C#, Javascript, HTML, XML, JSON.
  • 2+ years of Tier 2 software support experience.
  • Experience with SSO configurations a plus.
  • Prior experience in SaaS/Software industry required.
  • Operate with a sense of urgency and strong attention to detail.
  • Passionate about customer service and utilizes empathy to understand customer needs.
  • Experience with help desk ticketing systems, Zendesk a plus.
  • Experience with Visual Studio a plus.
  • Excellent communication, interpersonal, verbal and eloquent writing skills.
  • A passion for learning and a willingness for taking on new challenges.
  • Ability to multitask and a desire to work in a fast-paced environment.
  • Understanding of Information security.

About Convercent:

Robust. Agile. Collaborative. And you should see our software. Bringing the transformative power of the cloud to the compliance and ethics industry, Convercent's award-winning SaaS solution empowers our customers to be more effective and efficient in managing their compliance efforts. With an inclination towards innovation, Convercent is helping our customers raise the standard--and expectations--for how companies safeguard their financial and reputational health. 

Convercent is an equal opportunity employer and all qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • ASP.NETFrameworks
    • Microsoft SQL ServerDatabases

Location

RiNo/Cole @Industry Rino Station

An Insider's view of Convercent

What’s the vibe like in the office?

Convercent is a highly collaborative environment. I absolutely love that I can be in the kitchen, bathroom, or walking around and I will bump into people from all different departments and have really meaningful conversations. I really enjoy the people I work and interact with everyday!

ToniAnn

Manager, Event Marketing

What's the biggest problem your team is solving?

The process of ingesting data from our customers can be difficult and lengthy. Team Massive is working on a new implementation that can import multiple large files simultaneously and at a faster rate.

Merlin

Sr. Software Engineer

How has your career grown since starting at the company?

It's taken me down a path I would've never expected when I joined the team as an SDR five years ago. But that's one of the great things about Convercent. People have the opportunity and are supported to take their careers in so many different directions.

Patrick

Director, Learning & Development

What are Convercent Perks + Benefits

Convercent Benefits Overview

Convercent offers a comprehensive and competitive benefits package which includes:

-Healthcare (we pay 90% medical, dental and vision for employees)
-Unlimited PTO
-Paid family leave (12 weeks for moms and 4 weeks for dads, spouses, or partners)
-Wellness bonus ($100/month towards wellness expenses
-Stock options
-Monthly cell phone reimbursement
-EcoPass (ride the bus or light rail for free)

Culture
Volunteer in local community
Food for Thought Amp the Cause The Epworth Foundation
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Someone's primary function is managing the company's diversity and inclusion initiatives
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Team workouts
Acme Co.'s team fitness initiatives include In-office yoga.
Retirement & Stock Options Benefits
401(K)
Company Equity
Employee Stock Purchase Plan
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Acme Co. provides employees with a flexible work schedule that includes Flexible start and end times.
Family Medical Leave
Company sponsored family events
Acme co. sponsors family oriented events Semi-annually.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Sabbatical
Eligible employees get 5 days of paid sabbatical after their first 30 years of working at the company.
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Parking
Pet Friendly
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Our mentorship program includes Career mentoring, Leadership mentoring.
Customized development tracks
Paid industry certifications
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