Technical Product Support Engineer (Remote)

Exerp, a Clubessential Holdings Company, is the world’s leading provider of Enterprise systems for the health & fitness industry. Through our main Software-as-a-Service ERP product, The Exerp Platform, Exerp has been focusing on solving the specific needs of the large health & fitness operators. Exerp is now used in more than 1,600 clubs and by over 6,000,000 members in 4 continents.

We are looking for a Technical Product Support Engineer to join our Global Client Service Team with a primary focus on North American clients. This position is responsible for providing best-in-class service to clients with focus on the client experience. The Client Service team handles 3rd level Technical Support and Service Delivery for our clients. You will be supporting the Exerp ecosystem consisting of our ERP Exerp Platform, Web-services and Apps.

Duties and Responsibilities

• Be in daily contact with our clients and deliver the best possible client experience through tickets, meetings and phone calls
• Analyze and resolve often complex issues using your technical acumen and your unrelenting troubleshooting skills
• Ability to analyze server log files and sharply narrow down root causes using logging tools
• Contribute to the technical development/evolution of the department
• Proactively prevent issues based on early detection monitoring
• Be an integral part of our Major Incident response team
• Develop long lasting relationships with our client stakeholders and key super users
• Maintain user documentation and internal knowledge base
• Special projects from time to time to ensure best-in-class client experience

Competencies, Traits and Experience

• Bachelor's degree in Information Technology, Management Information Systems, Computer Science preferred.
• At least 2 years of experience of working in IT Technical Support or similar client facing role ideally supporting software applications
• Experience with Web-services and API’s (SOAP/REST)
• Experience using SQL to write, extract and update data when required
• Familiarity with concepts of object-oriented programming, networking, scripting (bash, python, powershell) is a plus!
• Experience driving and handling production related incidents
• Excellent communication skills both written and verbally through all levels of organizations both internally and externally
• Experience with technical solutions, business processes and have an analytic and methodical approach to problem solving
• Strong organizational skills with ability to multitask and prioritize deadlines in a fast-paced environment
• Familiarity with databases and datasets for extraction and conversion into useful business information
• Ability to travel up to 10% annually

Other Skills and Abilities

• The following skills would be an advantage but are not required to start in the position:
  • Experience supporting complex ERP systems
  • Experience troubleshooting server-related issues in AWS environments
  • Experience with Graylog and LogicMonitor
• Soft Skills:
  
  • You are curious and want to learn from others
  • You are a team-player, willing to go the extra mile for our clients and your colleagues
  • You enjoy having daily contact with our clients
  • You can work independently and in a collaborative team environment
  • You have a pro-active mindset
  • You have a general solid interest in IT
  • You are resilient and you pay attention to detail

More About Exerp

We are an industry-leading, international team of talented and easy-going professionals who thrive in a supportive, diverse culture of trust and mutual respect. As industry leaders, we take pride in sharing our expertise and knowledge within the sector and we value being generous – with time, intelligence and knowledge.

We combine technical expertise and know-how, world-class experience, innovation and a burning desire to bring out the best in our people and our business partners.

We integrate our expertise, our experience, our systems, our values and our people with those of our customers. This is achieved by listening and exploring possibilities; by integrating learnings and knowledge. It requires collaboration and trust. When challenges arise, we are responsive, calm, pragmatic and have the experience and creativity to find the right solutions – and to apply the lessons learned along the way.

We got here by blending traditional values like hard work, trust and not taking ourselves too seriously, with razor-sharp professionalism, deep specialist knowledge and hard-earned experience. We believe that to work with the best, you must be the best. This means we never stop learning and improving what we do – and how we do it.

Our clients are some of the largest and best-known fitness chains in the world. They have strong brands and loyal customers who demand a seamless experience – from taking out a membership, to signing up for group classes or personal training, to processing monthly payments in various ways. Our customers rely on us to streamline their business and do it quietly, smoothly and with expert attention to detail.

Visit Exerp's website for more information: http://www.exerp.com

Clubessential Holdings is an equal opportunity employer dedicated to building a diverse and inclusive workplace. Our company thrives upon the mutual respect and understanding between its employees, and as such, all qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), gender, gender identity, sexual orientation, veteran status, physical or mental disability, genetic information, ethnicity, citizenship, or any other characteristic protected by law.