Technical Support Engineer

This position within the Professional Services Department will provide first and second level technical support for our customers. Install, configure, and fine-tune the AgilQuest software application. Identify research and resolve technical problems. Act as a liaison between customers, Account Management, and Product Management by communicating client issues and needs. This position will report to the Technical Support Manager.

Essential Functions of the Job:

  • Ability to build customer relationships through exceptional customer service
  • Demonstrated self-starter; able to work independently and as part of a team
  • Ability to identify problems and find the most effective solution
  • Organized and with consistent follow up and communication on all tasks
  • Provide first level technical support for Clients; troubleshooting and resolving or escalating technical issues
  • Accurately classifies and records details of inquiries and resolutions in our customer success system
  • Documents solutions as knowledgebase articles for future reference for Support Team and Customer FAQs
  • Execute system/performance/release testing
  • Software installation and data creation

Skills Required:

  • Experience with MS SQL Server and SSIS
  • Experience with MS SQL Server and SSIS
  • Knowledge of operation and syntax for Microsoft SQL
  • Experience with web applications (IIS)
  • Demonstrated ability to successfully work directly with clients to meet their needs
  • Strong written and verbal communication skills
  • Bachelor’s Degree preferred with a strong academic record
  • Working knowledge of Microsoft Windows file sharing and permissions
  • Experience documenting problem and resolution of support calls as well as maintaining a knowledge base of processes and procedures

Location: Corporate Offices are in Richmond, VA

When applying, send your resume to