Product Support Engineer

Job Description

Product Support Engineer will work within the Product Development team, ensuring that we deliver well tested software that meets the business requirements of our organization and its customers. As a Product Support Engineer, you will provide effective support for products developed in our organization. You will be responsible for testing and providing technical troubleshooting during development and beta testing. You will also provide phone, video conference, and other online support, in addition to in-person training, for internal users and/or our clients. Additionally, our Product Support Engineers oversee software deployments, are responsible for ensuring product quality, overview the security and integrity of the product to minimize privacy concerns.

A degree or experience in quality control, systems, or a related field is preferred. Candidates with industry certifications will receive preference. Qualified candidates will have advanced problem-solving skills and pay close attention to detail. Must be a quick study to gain extensive knowledge of company products, be able to multi-task, think on your feet, able to excel in a fast-paced environment, and be able to adapt to changes in product requirements. Additionally, you must have excellent communication and interpersonal skills, work well in a team environment with other engineers, but still be able to work independently and perform at a high level. Proficiency with proprietary software, as well as office applications to communicate with higher management and other team members, is required.

Responsibilities

• Triage, analyze, and resolve customer concerns and problems, diagnose the root cause, and document interactions
• Provide troubleshooting, technical, and software advice and suggestions
• Conduct trainings and create documentation for team members and users
• Help create test cases and perform user acceptance testing for large feature deployments
• Become a subject matter expert for our product and its features
  
  

Qualifications

• BS in Computer Science, Engineering or related field, or relevant experience
• 2+ years of experience with manual cross browser testing
• 2+ years of experience in gathering functional requirements and breaking down test scenarios into executable test cases
• Excellent problem-solving skills with a strong attention to detail
• Excellent verbal and written communication skills
• Must be a self-starter who thrives in a team-oriented environment
• Proven propensity to learn new technologies quickly
• Experience with CRM software systems, web content management systems, membership management systems or other association software tools
• Technical skillset should include working knowledge of MS SharePoint, MS Word, MS Access, MS Outlook, MS Excel, HTML, XML and browser technologies, including developer tools
• Experience working in Agile methodologies
• Experience in Jira or related test management/bug tracking tools
  
  

About Us

Momentive Software amplifies the impact of over 20,000 purpose-driven organizations in over 30 countries, with over $11 billion raised and 55 million members served to date. Mission-driven nonprofits and associations rely on Momentive’s cloud-based software and services to address their most pressing challenges – from engaging their communities to simplifying operations and growing revenue. Designed to help organizations connect more, manage more, and ultimately expect more, Momentive's solutions are built with reliability at the core and strategically focus on fundraising, learning, events, careers, volunteering, accounting, and association management. Momentive partners with organizations that believe "good enough" is never enough – so they can bring on better outcomes for everyone they serve. Learn more at momentivesoftware.com.

Why Work Here?

At Momentive Software, we’re a team of passionate problem-solvers, innovators, and volunteers who believe in using technology to make a real difference. We dream big, support each other, and take pride in creating solutions that help our customers drive meaningful change. If you’re looking for a place where your work matters and your ideas are valued, you’ll find it here.

Medical, Dental & Optical Benefits including Dependents

Flexible Planned Paid Time Off and Sick Leave

Inclusive and Welcoming Environment

Purpose-Driven Culture

Work-Life Balance

Passionate About Community Involvement

Company-Paid Life Insurance Coverage

Hybrid Work Arrangement

Hazard Pay

Momentive Software actively embraces diversity and equal opportunity in a meaningful way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be, which is why we do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

All persons hired will be required to verify identity, minimum age of 18, eligibility to work in the Philippines (without sponsorship), and to complete the required employment eligibility verification form upon hire.