As a Technical Integration Analyst in Xactly, you will be responsible for providing excellent integration support for high profile customers.
We are seeking an energetic, driven, and articulate team player who is passionate about technology, learning, and helping others.
We’re all about making things easier, better, and more efficient.
Our goal is to build the best Customer Support department on the planet, and you will help us do that At Xactly, we believe everyone has a unique story to tell, and these small differences between us have a big impact.
When bright, diverse minds come together, we’re challenged to think different ways, generate creative ideas, be more innovative, and take on new perspectives.
Our customers come from different cultures and walks of life all around the world, and we believe our teams should reflect that to build strong and lasting relationships.
THE TEAM Xactly’s Support team is growing rapidly and we need someone who can work the product Incent, Xactly Connect and Pervasive ETL.
Covering offices in San Jose, Denver, Bangalore, Uk and Toronto, we have customers globally and all resources are encouraged to operate independently with a highl level of accountability, be a great team player and work with multiple teams.
THE SKILL SET (Responsibilities)
· Casework providing excellent application support for all Xactly products, specialized in ETL
· Understand, replicate, validate, and resolve customer service requests from customers and partners
· Document and track case history, case status and solutions
· Communicate with customers regularly via phone, emails and online support tools about case status and solutions
· Support testing of new product releases and patches
· Submit escalations to the next level of support, operations or Engineering
· Effectively communicate and document design, reliability, and maintenance problems to Engineering, Product Management, Technical Operations or Professional Services via formal escalation process
• Contribute solutions to the Xactly Knowledge Base and other publications
· Provide planning and design support for the development of solution architectures that will be implemented in a multiple system environment.
· Analyze the practices of implementation and support cases to identify product usage patterns and provide feedback to Product Management and Engineering
· Analyze data interfaces and set integration strategy by system type
· Configure integrations using best of breed integration tools
· Develop, unit test and system test solutions in support of customers user acceptance testing
· Work with assigned Xactly PS Consultants to manage end-to-end solution delivery and customer expectations Required Skills:
· B.A./B.S in Computer Science, Engineering, Business Administration, or Information Systems
· Experience working with integrations/ETL, with at least two years of data integration experience
· Experience using/supporting ETL tools like Informatica, Pervasive, Cast Iron etc.
· Strong problem solving skills and analytical skills
· Ability to present solutions to both technical and non-technical people
· Experience with consulting/systems implementation
· Prior experience in a technical role for enterprise application implementation projects (e.g., ICM, ERP, CRM, HRMS) a plus WITHIN ONE MONTH, YOU’LL:
● Attend New Hire Training
● Learn the Support Process and Salesforce ticketing tool
● Gain exposure to Xactly’s product suite.
● Learn about Xactly’s support tool.
● Get to know your team WITHIN THREE MONTHS, YOU’LL:
● Attend Incent product training session online and offline
● Knowledge transfer on ETL Tool used by Xactly.
● Attend Xactly Connect Training.
● Pervasive and Xactly Connect Code reviews and learn different tools like Razor sql, Jira & confluences WITHIN SIX MONTHS, YOU’LL:
● Ensure the best support practices are being used in resolving customer cases assigned.
● Ensure to automate support process where ever possible.
● Participate and contribute in maintenance and new product release and should be able to work individually on any tasks.
WITHIN TWELVE MONTHS, YOU’LL:
● Partner and work cross functionally with other dev teams and the QE team
● Take full ownership of customer cases and delegate best customer support
● Continuously think about and work on process improvements for an always high-quality product Final pay determinations, salary ranges and pay increases are established by the employer.
They are based upon a combination of local industry benchmarks, budget, experience, and internal comparisons.
Salary ranges allow for growth opportunities as the employee develops new skills, and/or hones current skills.
Salary Range: $59,700
– $74,600 annual base salary semi annual bonus BENEFITS & PERKS Flexible Time Off (FTO) Comprehensive Insurance Coverage (including pet insurance) Tuition Reimbursement XactlyFit Gym/Fitness Program Reimbursement Kitchen Stocked Daily with Tasty Snacks, Fruit, and Drinks Access to Corporate Discounts Up to (3) Days Paid Leave to Participate in Community & Volunteer Opportunities End of Month Surprises, Contests, BBQs, Parties & Reward Vacations 401(k) Retirement Savings Plan & Employer Match Periodic Massages Generous Employee Referral Program Relocation Assistance through Preferred Partner Full access to Grokker, our health engagement and employee wellbeing platform