Sr. Customer Support Engineer

The Senior Customer Support Engineer will play a critical role in providing technical support and solutions to our customers, with a specialized focus on issues related to revenue recognition. This role involves troubleshooting complex technical problems, guiding customers through system configurations, and ensuring compliance with relevant accounting standards. Responsibilities Provide high-level technical support to customers, addressing inquiries, troubleshooting issues and resolving complex problems related to revenue recognition. Manage and prioritize multiple customer cases to ensure timely and effective resolution. Apply deep understanding of revenue recognition principles and standards (eg., ASC 606, IFRS 15) to assist customers in configuring and optimizing their systems. Collaborate with internal teams to ensure the company’s software solutions comply with current revenue recognition regulations. Diagnose and resolve technical issues related to software applications, databases, and system integrations. Lead the implementation of revenue recognition solutions by working closely with development teams, providing technical guidance, and ensuring the successful integration of revenue recognition capabilities into our software systems. Work closely with the development team to identify and fix software bugs and implement necessary updates. Develop and deliver training sessions to customers on best practices for revenue recognition within the software. Create and maintain comprehensive documentation, including user guides, FAQs, and troubleshooting manuals. Collaborate with cross-functional teams (e.g., Sales, Product Management, Engineering) to provide customer feedback and influence product enhancements. Communicate effectively with customers to understand their needs and provide solutions that enhance their experience. Must be comfortable with juggling multiple priorities with the ability to manage time effectively. Stay current with industry trends, emerging technologies, and changes in revenue recognition standards. Contribute to the continuous improvement of support processes and tools. Qualifications Bachelor’s degree in Accounting, Finance, Computer Science, or related field. Minimum of 5 years of customer support or technical support roles, with at least 2 years focused on revenue recognition. Proficiency in using and troubleshooting software applications, knowledge of SQL and database management, familiarity with ERP systems. Strong understanding of revenue recognition principles and standards (e.g., ASC 606, IFRS 15). Salesforce experience: billing, Sales/Service cloud, technologies that work with Salesforce, Java Script, WebServices, REST, and SOAP APIs, Integration Patterns and Best Practices. Expertise in Snowflake to assist customers with data warehousing needs, including setup, optimization, and troubleshooting. Experience on newly added functionalities in Snowflake. Excellent verbal and written communication skills, with the ability to explain complex technical concepts to non-technical users. Strong analytical and problem-solving skills, with the ability to think critically and provide innovative solutions. Demonstrated commitment to delivering exceptional customer service and improving customer satisfaction. #J-18808-Ljbffr