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Technical Support Engineer

About Us

Appirio provides products and services that help enterprises accelerate their adoption of on-demand. Appirio has a proven track record of delivering business value to customers by implementing mission-critical Software-as-a-Service (SaaS) solutions based on platforms such as Salesforce and Google Apps, and developing innovative applications that connect and extend today's leading on-demand platforms. Appirio was founded in 2006, is the fastest growing partner of salesforce.com and Google, and is backed by Sequoia Capital.

On-demand software is changing the world. More than ever, large companies are deploying systems like Salesforce.com instead of installing and maintaining their own on-premise applications. An Appirio Senior Consultant (SC) will guide our customers through implementation and integration of on-demand enterprise applications like Salesforce.com. You will gain valuable experience with cutting-edge software-as-a-service (SaaS) technologies as you help customers realize the benefits of on-demand software—no maintenance, easier configuration, higher reliability, and wider adoption.

Candidate Profile

The Technical Support Engineer will be generally responsible for services delivered by Appirio to its customers under a monthly or annual subscription support model, including:

• Support for Appirio's packaged products
• Ongoing technical support services for solutions created and delivered to customers by Appirio consultants, based on Salesforce.com, Google Apps, or other cloud technologies

Duties of the Technical Support Engineer will include:

• Delivery of world-class support services to Appirio customers, with a focus on rapid initial response time, thoroughness and accuracy of solutions, and professional communications 
• Ensuring all case activities are carefully tracked and managed in Appirio's incident management system
• Work with R&D team to diagnose and resolve development-level issues
• Develop a deep understanding of our proprietary applications
• Document troubleshooting and problem resolution steps, including authoring and maintaining Knowledge Base articles
• Work with customers to identify new product requirements enhancements and provide feedback to Product Management
• Document workarounds and bugfixes for inclusion into core product
• Provide feedback from customer users to product team

Preferred Skills/Experience

• Bachelors Degree in Computer Science, Software Engineering, or equivalent required.
• A minimum of five years of experience in a similar role for a technology company, preferably software
• 2+ years experience with Salesforce.com configuration and support
• Enthusiastic, professional, and confident personality, with a focus on customer success
• Strong oral and written communication skills, including working with customers to manage issues
• Ability to collaborate with offshore and onshore R&D teams
• Driven by customer success with a team player attitude
• Some experience with programming languages such as Javascript, XML, HTML, and Java
• Located and able to work in our San Mateo, CA office on a daily basis

Salary and Benefits

• Comprehensive health plan through BlueShield, MetLife and VSP including medical, dental, and vision coverage (full-time employees only)
• Short-term and Long-term Disability Plans
• Life Insurance
• Flexible Spending Plans (Medical and Dependent Care)
• 401k
• Employee Assistance Program
• Salary and bonus structures based on experience
• Specialized training in salesforce.com and Google Apps technologies
• State-of-the-art Dell Latitude or MacBook Pro laptop
• Wireless broadband access aircard
• Mobile phone reimbursement
• Ability to work remotely, from a home office
• Complete Home office accessories are provided

Next Steps

• Submit your resume and cover letter to Appirio at careers@appirio.com
• Successful candidates will be interviewed via telephone, then in person
• Appirio is hiring quickly! Customer demand for salesforce.com and Google Enterprise systems is growing every day. We will more than double the size of our company in the next 12 months.