Careers at Aproove

Aproove is seeking an enthusiastic and talented Senior Technology Implementation & Support Engineer (USA - Home based)

As Senior Technology Implementation & Support Engineer, you will lead and be responsible for the successful provision of complex and time-critical technical configuration / implementation support on our enterprise-level Work Management platform across a wide range of well know North American clients and global brands.

The successful candidate will ideally have a background in software engineering, development, or a related discipline. You may also have worked as part of a technology team or within projects that have been delivered on complex and highly configurable SaaS based platforms – this could have been within a technology vendor, internal technology team within a large company, or within a systems integrator.

Any experience in the following is also desirable – Engineering within an electronics background, experience in technologies for marketing operations, marketing production operations or print production operations. Experience in complex no-code or low-code configurable platforms is desirable. And additionally, any experience or focus with Work Management, Project Management, Business Process Management, Online Review & Approval capabilities would also be advantageous.

Responsibilities will include:

• Support client project discovery phases – providing technical/configuration input & leadership and level-of-effort estimates for configuration

• Project technical project management support from initial consultation to go-live
  
  
• Carry out advanced no-code (and some low-code) platform configuration for client implementations
  
  
• User acceptance testing, and configuration trouble shooting during implementation phases
  
  
• Advanced-level configuration training to other team members
  
  
• Act as a senior escalation point / technical lead related to high priority configuration issues in live/BAU environments
  
  
• Review, triage and assess root causes of any reporting client incidents, define solutions
  
  
• Document any new configuration changes (not previously documented), and all key technical configuration processes and procedures in the Aproove DMS – and develop a sustainable method/process for maintaining this
  
  
• Become a lead technical expert on multiple client platform configurations, technical set up, technical infrastructure and technical environment specifics 
  
  
• Develop the configuration / troubleshooting capabilities within North America team through upskilling, team training
  
  
• Review existing technical troubleshooting, support, implementation, and internal processes between the implementation team & the development teams - make recommendations on To-Be processes that deliver tangible customer experience improvements and/or operational efficiency improvements
  
  
• Identify areas for performance optimisation or performance impact (negative or positive) within configured workflows, shell scripts and SQL queries
  
  
• Write SQL queries for developing complex client reports
  
  
• Quality assures all client initial configurations prior to go-live
  
  
• Work with clients/client teams on any significant incidents that need customer-facing intervention, reassurance, or political coaching
  
  
• Assist in additional product documentation and onboarding/platform training
  
  
• Oversee and engage in customer support services (helpdesk)
  
  
• Collaborate with an existing team, and mentor / develop their technical skills within the platform
  
  
• Make structured recommendations to Aproove leadership on additional resources / technical competencies required within your direct team and other teams/functions
  
  
• Actively participate and assist in the maintenance and execution of Aproove's ISO27001 certification and obligations
  
  
• The time on any project is typically split between engagement onsite at the customer locations and engagement remotely depending on the nature and geographic make-up of the customer. (Typically travel will be limited to no more than 15% of your work time)

Required Skills

• Degree educated in a relevant industry – such as Computing, Engineering, Technology, or another relevant subject
  
  
• 10+ years’ experience in delivering technical configuration, engineering, and complex technical support activities on technology projects, in consulting, or within a corporate environment with mid-to-large size technology companies or brand companies (using Cloud-based platforms)
  
  
• Experience working with B2B enterprise technology - ideally on more complex & highly configurable technology platforms
  
  

• A technically orientated background – but with plenty of client-facing / client engagement experience

• Experience in engineering/development
  
  
• Experience in no-code & low-code platform configuration
  
  
• Ability to engage, collaborate and work with colleagues and client stakeholders at the operational, management, and senior management level
  
  
• Excellent organisational techniques and experience with complex trouble shooting
  
  
• Appreciation and experience of mainstream project and product development methodologies
  
  
• Experience utilizing modern project management and product management tools such JIRA
  
  
• Strong analytical skills, problem solving and analysis skills
  
  
• Experience in using SQL to extract data / analysis from databases, and experience in understanding SQL performance optimisation
  
  
• Experience or understanding of shell scripts
  
  
• Excellent communication, technical documentation, and technical articulation skills
  
  
• A great collaborator and team-player, with the ability to always influence positive outcomes
  
  
• Prior experience may include a software technical role (e.g., engineer, developer, architect, testing etc.)
  
  
• A good basic understanding of servers, operating systems, networking principles, clustering, scalability, and applicable technologies
  
  
• A can do’ focused attitude with the ability to drive tasks forward and meet demanding deadlines
  
  
• Extremely capable of picking up new technologies, new processes quickly and a proactive self-educator
  
  
• Ability to switch context / client and work on multiple client projects / technical issues rapidly
  
  
• Solution focussed – ensuring all follow-up points are actioned to successful a conclusion
  
  
• Take ownership of issues and activities – and where necessary progress within the wider team always retaining accountability
  
  
• Motivated, self-starter that can listen and execute strategies without micro-management

Advantageous:

• Experience in MarTech, DAM, Print Management/Production Tech, Work Management and Workflow Tech across different industries
  
  
• Experience in working in a Product-Centric technology company/environment is beneficial

• A competitive package/benefits based on experience
  
  
• 20 Days annual leave (excluding public holidays)
  
  
• Company annual bonus
  
  
• Flexible working environment / hours
  
  
• 401K Plan
  
  
• Health Insurance

Full JD available via our link below.
All applications to be submitted via our ATS:

Apply Now!