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Support Engineer


Company Overview

Veracross is a PE-backed leading provider of a SaaS-based school information system (SIS) platform for independent schools. Designed specifically to meet the unique needs of independent schools, Veracross combines the power of a truly integrated database with personalized, data-driven communication tools. To date, we have configured and deployed our system at over 250 leading private K-12 schools in over 20 countries through a powerful, leveraged, and elegant architecture unique in our industry.


Role Summary:

Support Engineers work closely with the support specialist and account management team to clarify and tailor the data and software experience for Veracross clients. They become proficient in the inner-workings of independent schools, applying his/her intermediate knowledge of the product to develop and implement software solutions that ensure that systems run smoothly and successfully. This position requires general software problem solving skills, strong experience in SQL, and a commitment to service and quality.


Job Responsibilities

  • Provide back-end technical support to clients via a ticketing system, collaborating with the support specialist and account management teams to solve advanced technical problems by reading and manipulating SQL at the database level
  • Manage and prioritize multiple open cases at one time
  • Provide prompt and accurate responses for clients, seeing cases through resolution within company SLA guidelines
  • Trace application bugs though the technology stack (majority at database level) and submit patches to fix
  • Install and configure modules for existing and new client databases according to client specifications
  • Help implement custom solutions for a given client or set of clients
  • Provide technical consulting to account managers in order to align schools with Veracross technology and best practices
  • Identify, update, and maintain internal and external knowledgebases in order to improve support documentation deficiencies
  • Identify, prioritize, and log system bugs for the product team
  • Provide mentorship and support to junior colleagues through direct engagements and shadowing
  • Participate in long term rotations across several engineering teams to gain an intermediate understanding of all software modules
  • May assist with front-end support, communicating directly with clients as needed


Requirements:

  • Bachelor’s Degree in Computer Science or a related field
  • 2-3 years of experience writing raw SQL to migrate or manipulate complex data sets (beyond reporting)
  • Demonstrated success in the support engineer role, evidenced by consistently high satisfaction ratings for client interactions
  • Demonstrated general understanding of each of the Veracross module areas and their use within independent schools, with an intermediate understanding in at least two product areas
  • Demonstrated excellent written and verbal communication skills, able to communicate technical details to people with a varying range of technical ability
  • Demonstrated success in providing effective and efficient direct client support, maintaining a consistent chargeable ratio of at least 70%
  • Demonstrated success working in and contributing to a positive team environment
  • Industry knowledge of the K-12 private school sector and other education SaaS products a plus
  • Experience with Ruby or similar, HTML/CSS, and Web and/or UI design a plus


The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required.

Image001

401 Edgewater Place

Suite 360

Wakefield, MA 01880

866.492.3463

Image001

401 Edgewater Place

Suite 360

Wakefield, MA 01880

866.492.3463