It Technical Support Analyst Iii

Are you a problem-solving enthusiast with a passion for technology and complex problem resolution? Magentrix, a leading provider of Partner Relationship Management (PRM) and Customer Portal solutions, is seeking a Technical Support Specialist to join our growing team

About Magentrix: What we're all about: Collaboration. We aim to improve collaboration. In today's world, the need for collaboration has become ever more important and the need for tools to help make it easier only continues to grow.

Position Overview: We're looking for an exceptional Technical Support Specialist who can think outside the box and deliver outstanding customer support. This role combines solution engineering expertise with creative problem-solving to ensure our customers get the most out of their Magentrix experience.

What You'll Do

• Provide expert-level technical support for Magentrix software, troubleshooting issues and isolating root causes
• Think quickly and critically to diagnose, investigate, and resolve complex technical problems efficiently
• Guide customers in navigating the platform and its various modules to ensure optimal use and efficiency
• Apply solution engineering principles to design and recommend tailored configurations, integrations, and optimizations that meet customer needs
• Go above and beyond to deliver the \'Magentrix Magic Experience\' by providing outstanding customer service at every interaction
• Work closely with internal teams to escalate and resolve complex technical issues, sharing innovative ideas to enhance support processes
• Maintain and update Knowledge Base articles to improve self-service resources for clients
• Provide regular status updates to management, clients, and all relevant stakeholders
• Analyze customer needs and platform usage to provide strategic recommendations for improved performance, functionality, and efficiency

Required Qualifications:

• 5+ years of experience in Customer Support/Technical Support roles
• Bachelor's degree in Computer Science, Information Technology, or equivalent
• Fluent in English (spoken and written)
• Strong problem-solving skills with deep investigative and analytical abilities
• Excellent technical writing skills with experience creating clear, concise documentation and knowledge base articles
• Ability to work independently and think outside the box to solve technical challenges
• Ability to work Eastern Time Zone hours (8 AM to 8 PM ET)
• Experience in customer-facing roles with demonstrated communication excellence

Bonus Skills

• Previous experience with CRM systems (Salesforce, Microsoft Dynamics, or HubSpot)
• Experience with SAML-based SSO and identity management solutions
• Customer Success experience

What Sets You Apart

• You're a fast thinker who thrives in dynamic environments
• You have a knack for thinking outside the box
• You're naturally curious and enjoy deep investigation
• You can work independently while maintaining strong team collaboration

Why Join Us

• Join a growing, innovative company
• Develop your skills with a supportive team
• Career advancement opportunities and professional growth paths
• Make a real impact on customer success
• Remote work flexibility

Ready to take your career to the next level? Apply now and join our dynamic team at Magentrix

Technical Support Specialist L3

Remote

We are seeking a remote, full-time Technical Support Specialist with experience in Tier 3 software support, who is bilingual in English and either Spanish or Portuguese. You will join the Customer Services team of our U.S. client. You'll investigate, diagnose, and resolve challenging product and integration problems, all while collaborating closely with Product, Engineering, and Tier 1 & 2 Support. Your work will directly impact customer satisfaction, product quality, and long-term scalability of our support operations.

Our client is a fintech company that provides commodities managers with task automation and timely insights on their trades, including risk exposure, positions, and profits and losses. With over 5 million trades on its SaaS platform, the company is an award-winning industry leader that counts among its customers some of the world's largest financial firms. Our client is growing rapidly and is seeking innovative, bold risk-takers to advance its product strategy of market disruption and expansion.

Responsibilities

• Serve as the escalation point for Tier 2 on complex, technical customer support issues
• Troubleshoot software bugs, data anomalies, API issues, performance concerns, and environment-specific problems
• Collaborate with Engineering and Product teams to diagnose root causes, document findings, and follow through on resolutions
• Reproduce customer issues, collect logs, analyze error messages, and recommend workarounds when necessary
• Maintain deep knowledge of the client's platform, integrations, APIs, and system behavior
• Contribute to internal documentation and knowledge sharing to improve team-wide troubleshooting
• Identify patterns in support cases and provide insights to Product and Engineering for continuous improvement
• Participate in post-incident reviews and ensure learnings are translated into process or product changes

Required Experience

• Excellent English and either Spanish or Portuguese communication skills
• 3+ years of experience in technical support, including Tier 3 support, preferably in a SaaS or enterprise software environment
• Strong troubleshooting skills and technical fluency, such as experience reading logs, querying data, and diagnosing back-end issues
• Excellent communication ability, translating technical details into clear explanations for customers and internal teams
• Experience working with product and engineering teams to resolve bugs or product limitations
• Experience in energy trading, ETRM/CTRM software, financial, or ERP systems
• Desire to work in an environment that: Maintains a client-centric approach to building products; Strives to maintain a world-class organization; Loves technology
• Proven ability to stay self-motivated, work hard, own problems from start to finish, and bring order from chaos
• Demonstrated ability to work independently or as part of a broader team.
• Trustworthy, team-oriented, transparent, and fun

Preferred Experience

• Experience with Python

Additional Information

• Think big and share ideas that will be heard
• Own your job and be recognized for your contributions
• Work with smart, creative people
• Be transparent about mistakes and learn from them
• Be recognized as an individual with no presumptions or judgments
• 15 days PTO, one floating day, three sick days, and designated national holidays
• Start: ASAP

SuccessFactors Support Analyst

Remote

Job Title: SuccessFactors Support Analyst

Type: Contract

Job Description:

• Indefinite-term support and improvement project.
• Senior profile and at least 7 years of experience, C1 English and Portuguese, interacting with global teams (Indian, Mexican). Immediate start if possible.
• Base técnica - The Support Analyst will be part of the Service Delivery Organization which is responsible to maintain all ADM systems in operation with highest availability. As a member of the Service Delivery Organization an SuccessFactors Onboarding Support Analyst to support and maintain our SAP SuccessFactors Onboarding module. The ideal candidate will assist in the smooth execution of onboarding processes, manage system tickets and serve as a liaison between HR IT and end users. This role focuses on ensuring new hires experience a seamless and compliant onboarding journey

Job Responsibilities

• Provide deep functional technical expertise in the given process area, as well as demonstrated knowledge of key integration points across different modules and technical components
• Understand the global template and regional solutions designed and developed by Solution Delivery teams and resolve the tickets, keeping the solution intact. Perform thorough testing, including regression testing, before releasing any solution for final user validation.
• Understand and follow ADM IT processes in performing all day-to-day activities
• Understand the ADM IT Service Management process, update incident, problem, and service tickets regularly and accurately, and document resolution in the service management tool
• Design and configure minor enhancements following the ADM standard configuration naming standards document, and the Functional design documents
• Provide technical input in support of audit requests as needed
• Follow regulatory compliance and Security standards
• Partner with other process and system experts to identify and implement business process continuous improvement opportunities
• Provide day-to-day support for the SuccessFactors Onboarding module, resolving issues and responding to user queries
• Troubleshoot system errors, onboarding task failures, and data flow inconsistencies
• Monitor integrations between Onboarding and Employee Central (EC)
• Assist with configuration updates, testing, and deployment of changes related to onboarding templates, steps, forms, and workflows
• Manage user roles and permissions related to the onboarding process
• Collaborate with HR Talent Acquisition and IT teams to support continuous improvement and process alignment
• Generate reports and dashboards for onboarding status compliance and metrics
• Participate in system upgrades, regression testing, and deployment activities
• Provide user support documentation and training for learners and administrators

SuccessFactors Support Analyst

Remote

Job Title: SuccessFactors Support Analyst - Remote

Type: 12+ Contract

Rate: DOE

Job Description:

• Indefinite-term support and improvement project.
• Senior profile and at least 7 years of experience, C1 English and Portuguese, interacting with global teams (Indian, Mexican). Immediate start if possible.
• Base técnica - The Support Analyst will be part of the Service Delivery Organization which is responsible to maintain all ADM systems in operation with highest availability. As a member of the Service Delivery Organization an SuccessFactors Onboarding Support Analyst to support and maintain our SAP SuccessFactors Onboarding module. The ideal candidate will assist in the smooth execution of onboarding processes, manage system tickets and serve as a liaison between HR IT and end users. This role focuses on ensuring new hires experience a seamless and compliant onboarding journey

Job Responsibilities

• Provide deep functional technical expertise in the given process area, as well as demonstrated knowledge of key integration points across different modules and technical components
• Understand the global template and regional solutions designed and developed by Solution Delivery teams and resolve the tickets, keeping the solution intact. Perform thorough testing, including regression testing, before releasing any solution for final user validation.
• Understand and follow ADM IT processes in performing all day-to-day activities
• Understand the ADM IT Service Management process, update incident, problem, and service tickets regularly and accurately, and document resolution in the service management tool
• Design and configure minor enhancements following the ADM standard configuration naming standards document, and the Functional design documents
• Provide technical input in support of audit requests as needed
• Follow regulatory compliance and Security standards
• Partner with other process and system experts to identify and implement business process continuous improvement opportunities
• Provide day-to-day support for the SuccessFactors Onboarding module, resolving issues and responding to user queries
• Troubleshoot system errors, onboarding task failures, and data flow inconsistencies
• Monitor integrations between Onboarding and Employee Central EC
• Assist with configuration updates, testing, and deployment of changes related to onboarding templates, steps, forms, and workflows
• Manage user roles and permissions related to the onboarding process
• Collaborate with HR Talent Acquisition and IT teams to support continuous improvement and process alignment
• Generate reports and dashboards for onboarding status compliance and metrics
• Participate in system upgrades, regression testing, and deployment activities

Provide user support documentation and training for learners and administrators

SuccessFactors Support Analyst - Remote

Remote

Job Title: SuccessFactors Support Analyst - Remote

Type: 12+ Contract

Rate: DOE

Job Description:

• Indefinite-term support and improvement project.
• Senior profile and at least 7 years of experience, C1 English and Portuguese, interacting with global teams (Indian, Mexican). Immediate start if possible.
• Base técnica - The Support Analyst will be part of the Service Delivery Organization which is responsible to maintain all ADM systems in operation with highest availability. As a member of the Service Delivery Organization an SuccessFactors Onboarding Support Analyst to support and maintain our SAP SuccessFactors Onboarding module. The ideal candidate will assist in the smooth execution of onboarding processes, manage system tickets and serve as a liaison between HR IT and end users. This role focuses on ensuring new hires experience a seamless and compliant onboarding journey

Job Responsibilities

• Provide deep functional technical expertise in the given process area, as well as demonstrated knowledge of key integration points across different modules and technical components
• Understand the global template and regional solutions designed and developed by Solution Delivery teams and resolve the tickets, keeping the solution intact. Perform thorough testing, including regression testing, before releasing any solution for final user validation.
• Understand and follow ADM IT processes in performing all day-to-day activities
• Understand the ADM IT Service Management process, update incident, problem, and service tickets regularly and accurately, and document resolution in the service management tool
• Design and configure minor enhancements following the ADM standard configuration naming standards document, and the Functional design documents
• Provide technical input in support of audit requests as needed
• Follow regulatory compliance and Security standards
• Partner with other process and system experts to identify and implement business process continuous improvement opportunities
• Provide day-to-day support for the SuccessFactors Onboarding module, resolving issues and responding to user queries
• Troubleshoot system errors, onboarding task failures, and data flow inconsistencies
• Monitor integrations between Onboarding and Employee Central EC
• Assist with configuration updates, testing, and deployment of changes related to onboarding templates, steps, forms, and workflows
• Manage user roles and permissions related to the onboarding process
• Collaborate with HR Talent Acquisition and IT teams to support continuous improvement and process alignment
• Generate reports and dashboards for onboarding status compliance and metrics
• Participate in system upgrades, regression testing, and deployment activities

Provide user support documentation and training for learners and administrators

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