Senior Tech Support Engineer

Overview

The Senior Support Engineer provides advanced technical and application support to end users for Longview Software, responding to inquiries across multiple lines of business and maintaining high customer satisfaction.

What you'll do

• Provide technical solutions and guidance throughout the support cycle for both external and internal teams and customers.
• Analyze and explain data and process flow within a CPM and Tax Provision software.
• Troubleshoot and resolve data and basic technical related issues.
• Devise client workarounds/temporary solutions as necessary.
• Provide information to customers regarding product operation, maintenance and repair by answering questions and requests.
• Lead conference calls with customers to better understand issues and business cases at hand.
• Use AI tools for streamlining workflows and assisting customers.
• Transfer Longview knowledge to the customer as required.
• Provide structured information, as well as logs from troubleshooting, to engineering teams.
• Assist in the identification and definition of new product opportunities and enhancements.
• Rotational on-call for after-hours critical issues.
• Other tasks as assigned.

What you'll need

• Experience and demonstrated ability in a customer service role.
• Experience in corporate accounting and/or tax related areas for large corporate entities.
• Excellent verbal and written communication skills, with ability to proofread and edit documents.
• Consistently follow department policies and procedures when working independently and with cross-functional teams.
• Strong attention to detail with the ability to retain knowledge of operating systems, procedures, products, compliance and customer information while managing multiple tasks and maintaining high accuracy standards.
• Strong problem analysis, problem solving, and decision-making ability under pressure.
• Excellent research ability to offer solutions while adhering to policy guidelines.
• Strong ability to manage projects and assume quality control.
• Experience of using AI tools.
• Ability to handle multiple tasks simultaneously.
• Able to work well under pressure and time constraints.

Nice to have

• Any Longview product experience.
• Hosting infrastructure fundamentals.

Details

• Location: UK - Remote.
• Rotational on-call for after-hours critical issues.
• Salary range: 52,000.00 to 65,000.00 GBP Annual (base salary only; additional bonus eligibility may apply).