Customer Support Engineer

Job Description We're looking for problem solvers, innovators, and dreamers who are searching for anything but business as usual. Like us, you're a high performer who's an expert at your craft, constantly challenging the status quo. You value inclusivity and want to join a culture that empowers you to show up as your authentic self. You know that success hinges on commitment, that our differences make us stronger, and that the finish line is always sweeter when the whole team crosses together. We're looking for problem solvers, innovators, and dreamers who are searching for anything but business as usual. Like us, you're a high performer who's an expert at your craft, constantly challenging the status quo. You value inclusivity and want to join a culture that empowers you to show up as your authentic self. You know that success hinges on commitment, that our differences make us stronger, and that the finish line is always sweeter when the whole team crosses together. Overview This is not your ordinary support job. Alteryx Customer Support Engineers (CSE's) work with the world's leading companies every day to help them with their advanced analytic solutions. From financial services to communications, retail, and pharma (and more), you'll work with customers who are on the leading edge of the analytic revolution. You will help Alteryx customers by addressing their current questions as well as provide guidance associated with the best use of Alteryx software. Additionally, you work closely with other members of the Alteryx team, including Sales and Engineering, to ensure a superior customer experience with both the product and the company as a whole. What You Will Do - Troubleshoot and resolve technical issues raised by Alteryx customers, documenting each step to ensure transparency and knowledge sharing. - Serve as a bridge between customers and internal teams, facilitating communication and escalation of complex issues. - Manage customer requests effectively within agreed Service Level Agreements (SLAs), ensuring clear and proactive communication to align with their expectations. - Monitor cloud infrastructure and services, proactively identifying and addressing potential issues to minimize downtime and optimize performance. - Create articles for our internal and external knowledge base when related information is not present using KCS methodology practices - Provide support through various channels, including chat, phone, and email, ensuring a seamless customer experience. - Participate in weekend support rotations as needed to maintain service continuity. What We're Looking For - 13 years of experience in Product Support, Technical Support, or related fields. - Strong skills in diagnosing and resolving issues related to databases, environments, network communications, Windows-based applications and Cloud platforms. - Exceptional interpersonal and written communication skills, with the ability to effectively interact with customers and internal teams. - Ability to thrive in a fast-paced, high-pressure environment while juggling multiple priorities. - Proficiency with Microsoft Windows operating systems and server platforms. - Exposure to Cloud Providers such as AWS, Azure and GCP. - Proven ability to work effectively within a team and contribute to shared goals. - Associate or Bachelor's degree in IT, Business Administration, or equivalent experience preferred. - A can-do attitude, a passion for problem-solving, and a commitment to providing outstanding customer service. - A willingness to continuously grow and stay current in an evolving technical landscape. - May be required to participate in a 24/7 on-call rotation. Find yourself checking a lot of these boxes but doubting whether you should apply At Alteryx, we support a growth mindset for our associates through all stages of their careers. If you meet some of the requirements and you share our values, we encourage you to apply. As part of our ongoing commitment to a diverse, equitable, and inclusive workplace, we're invested in building teams with a wide variety of backgrounds, identities, and experiences. This position involves access to software/technology that is subject to U.S. export controls. Any job offer made will be contingent upon the applicant's capacity to serve in compliance with U.S. export controls.