Technical Support Engineer

WHO WE ARE Xactly is a leader in Sales Performance Management Solutions and a part of Vista Equity Partners portfolio companies since 2017 The Xactly Intelligent Revenue Platform helps businesses improve go-to-market outcomes through increased collaboration greater efficiencies and connecting data from all critical functions of the revenue lifecycle on a single platform Born in the cloud almost 20 years ago Xactly provides customers with extensive experience in solving the most challenging problems customers of all sizes face backed by almost 20 years of proprietary data and award-winning AI Named among the best workplaces in the U S by Great Place to Work six times honored on FORTUNE Magazine s inaugural list of the 100 Best Workplaces for Millennials and chosen as the Market Leader in Incentive Compensation by CRM magazine We re building a culture of success and are looking for motivated professionals to join us THE OPPORTUNITY As the Technical Support Analyst at Xactly Corporation you ll be responsible for providing excellent integration support for high profile customers We are seeking an energetic driven and articulate team player who is passionate about technology learning and helping others We re all about making things easier better and more efficient Our goal is to build the best Customer Support department on the planet and you will help us do that At Xactly we believe everyone has a unique story to tell and these small differences between us have a big impact When bright diverse minds come together we re challenged to think different ways generate creative ideas be more innovative and take on new perspectives Our customers come from different cultures and walks of life all around the world and we believe our teams should reflect that to build strong and lasting relationships THE TEAM Xactly s Technical Support team is a tight-knit and growing team The team is charged with troubleshooting integration issues that customers may have This is behind the scenes work as these integration processes are ran in the backend It s a global team with members in San Jose Denver Bangalore Toronto and Australia The team works closely to transfer knowledge and collaborate to ensure we deliver quality support to our customers THE SKILL SETS B A B S in Computer Science Engineering Business Administration or Information Systems 3 years experience working with integrations ETL including data integration experience Strong SQL Skills Recent Coding Experience in any language Strong problem-solving skills and analytical skills Ability to present solutions to both technical and non-technical people WITHIN ONE MONTH YOU LL Explore tools Start working with senior resources to understand the concepts Familiarize with general FTP file issues Familiarize with SQL Developer Communication training Set up individual macrodefs for maps Connect to development servers and FTP via production environment and outside Execute the code against Production Staging Salesforce Queries WITHIN THREE MONTHS YOU LL FTP File Issues Data format issues Add Email to scripts - Add Remove cron jobs Check what processes are running at a given time and kill processes as needed Execute scripts from backend Get familiar with Connect terminology concepts used by Support Team to acclimate to Support environment Understand Maps Processes Lookups Salesforce Queries Understand Incent Data Structure WITHIN SIX MONTHS YOU LL Take on Connect cases Reproduce bugs and escalate to Engineering as needed Work independently on DELTA Connect cases Support Sandbox Sanity and Maintenance Sanity Collaborate with India Support on PSA Script Automations Reproduce issues for confirming DELTA Bugs Make minor script map process changes to fix customer issues WITHIN TWELVE MONTHS YOU LL Execute the code against Production and Staging Execute scripts from the backend Be proficient in Quota Upload Process Be proficient in Release Commission Process Reduce dependency on DELTA Team Understand Connect API Java environment for clsapps02 Net environment for clsapp02 Execute and partner successfully on Sev Level I II III type casework with customers independently Credit Assignment Issues Ability to create Sandbox DELTA code BENEFITS PERKS Paid Time Off PTO Comprehensive Health and Accidental Insurance Coverage Tuition Reimbursement XactlyFit Gym Fitness Program Reimbursement Free snacks onsite if you work in office Generous Employee Referral Program Free Parking and Subsidized Bus Pass a go-green initiative Wellness program OUR VISION Unleashing human potential to maximize company performance We address a critical business need to incentivize employees and align their behaviors with company goals OUR VALUES Customer Focus Accountability Respect Excellence CARE are the keys to our success and each day we re committed to upholding them by delivering the best we can to our customers Xactly is proud to be an Equal Opportunity Employer We provide equal employment opportunities to all employees and applicants without regard to race color religion sex age national origin disability veteran status pregnancy sexual orientation or any other characteristic protected by law We do not accept resumes from agencies headhunters or other suppliers who have not signed a formal agreement with us