LeanDNA is helping solve the $150B problem that global manufacturers face–excess inventory tying up critical working capital and keeping manufacturing companies from being as efficient as they need to be. Without an effective way to optimize inventory, manufacturers are buying too much, too little, or placing inventory in the wrong place at the wrong time. Companies are stuck fighting operational fires related to critical inventory shortages, creating delays in delivering their product to customers on time.

LeanDNA's factory inventory optimization and shortage management solution quickly empowers supply chain professionals to dramatically reduce excess inventory, deliver on time, and establish operational command of their organization’s inventory operations. LeanDNA optimizes the inventory management process by adding the much-needed (and much-appreciated) artificial intelligence into the forgotten area of the business: The factory. It’s not just about smart inventory planning—true optimization occurs when procurement leaders have command over the operation, and the supply chain teams tasked with bringing those plans to life have total visibility, AI-driven recommendations, and a clear game plan for hitting their inventory goals every time.

We are looking for an Advanced Support Engineer to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot issues that our customers encounter while using our tool.

Advanced Support Engineer responsibilities include receiving incident report tickets and change request tickets from our customers and other internal teams on behalf of our customers, engaging with customer contacts to collect requirements for resolving those tickets, resolving technical issues using advanced tooling and SQL, and escalating issues to other internal teams when required. 

You will use support helpdesk and ticketing software to interface with customers and document activity related to support tickets and route work related to those tickets appropriately. For more complex problems, you will schedule meetings using videoconferencing solutions and invite relevant internal team members to assist with collecting and documenting requirements for resolving support tickets.

Ultimately, you will be a person our customers ' trust. They will rely on you to provide timely and accurate solutions to their technical problems.

Responsibilities

• Research and identify solutions to SaaS software usage issues
• Ask customers targeted questions to understand the root of the problem
• Track issues through to resolution
• Resolve technical customer issues rather than escalating to engineering teams
• Talk clients through a series of actions, either via email or video conference, until they’ve solved a usage issue
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Provide prompt and accurate feedback to customers
• Refer to internal database or external resources to provide accurate tech solutions
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time
• Maintain jovial relationships with customers

Requirements

• Proven work experience as a Software Support Engineer, Solutions Engineer, Help Desk Technician or similar role
• Hands-on experience with SaaS Software
• Experience with SQL and technical software administration tools
• Good understanding of computer systems and other tech products
• Ability to diagnose and troubleshoot basic technical issues
• Familiarity with help desk software and ticketing software (eg. Zendesk, JIRA)
• Excellent problem-solving and communication skills

Nice to Have

• Good understanding of supply chain processes
• Experience in data analysis