DemandTec

Current Job Openings

Tier 2 Customer Support Engineer

This key individual will serve as the Technical Support champion for both internal and external customers. The Tier -2 Customer Support Engineer will exercise independent initiative with the authority to act in order to meet all requirements for the customer. This individual will diagnose and resolve customer inquiries related to operating the Tradepoint Application. He/she will ensure all issues are resolved or escalated to the proper resources to resolve in a timely fashion. Additionally, this individual will manage communications to customers to maintain positive relationships. Furthermore, this individual will participate in problem escalation and call prevention projects to help customers and other technical specialists increase their efficiency with our products.

Primary Responsibilities (may include any and/or all of the following):

• Responds, prioritizes, follow-up and resolves customers' issues as per Quality of Service levels
• Documents all client communications, problems and resolutions in CRM application
• Maintains customer satisfaction by troubleshooting inbound technical / escalated support cases and facilitating quick and effective solutions
• Interface with Product Mgmt., Development, QA, and Operations groups to bring escalated issues to resolution
• Create solutions from resolved issues for future use by customers and internal personnel
• Act as a customer advocate
• Maintain support of customers as top priority at all times.
• Aggressively work to resolve customer problems

Required Experience:

• 3+ years of industry experience in supporting mission critical software components
• Good grasp of relational database management theory and practice
• Excellent written, verbal communication, time management, organizational, and problem solving skills are essential
• A high degree of analytical and problem solving abilities
• Strong debugging and troubleshooting skills.
• Experience in Oracle, MSSQL Server and/or DB2.
• Experience in Windows and UNIX flavors of operating system
• Ability to troubleshoot software defects, identify root cause and create clear & concise defect submissions
• Knowledge of Consumer Packaged Goods (CPG) and/or Retail industries a plus
• Ability to multi-task in a fast-paced work environment
• You must be independent, self-motivated, detail oriented, team player, and have a people-oriented personality

Required Education:

• Bachelor's degree in CIS or MIS and/or equivalent experience

Desired Experience:

• PL/SQL or TSQL knowledge is a plus

About DemandTec:

Named as one of the Best Places to Work in the Bay Area by San Jose Magazine, DemandTec (NASDAQ: DMAN) creates solutions that enable retailers and consumer products companies to optimize merchandising and marketing decisions. Our employees work in an exciting, dynamic environment creating leading edge software-as-a-service solutions that utilize DemandTec’s science-based software platform to model and understand consumer behavior. Demandtec offers great benefits, a fun work environment, but best of all you’d be part of a team that helps more than 140 leading retail and consumer products manufacturers, such as Advance Auto Parts, Best Buy, Circle K Stores, ConAgra Foods, Delhaize America, Dr Pepper Snapple Group, Giant-Carlisle, H-E-B Grocery Co., Hormel Foods, Monoprix, Safeway, Sara Lee and Tyson Foods, to succeed.

Please send resume to: jobs@demandtec.com