Details.
Provide support to PyanGo customers during implementation and, after six months, independently own custom implementations. Support incoming production software application issues and manage a stable set of customers. Responsibilities include developing a deep understanding of PyanGo applications, bundles and add-on solutions, providing online customer support, assisting with NetSuite ERP implementations, gathering information about customer issues, resolving complicated problems and bug fixes, escalating urgent issues, monitoring production and non-production environments, driving issues to closure, and working with Product and Engineering teams. Requirements include professional written and oral English communication, at least two years of production support experience including performance monitoring, real-time log analysis and NetSuite application investigation, understanding of highly transactional and complex systems, NetSuite or ERP experience, customer orientation, problem solving, critical thinking, analytical skills, and self-sufficient work habits. Prior programming experience, at least five years of product development or test engineering experience, and business or financial process experience are beneficial.