Technical Support Engineer, Kantata
$56.3-82.5k
Cloud based project management software
Job no longer available
Cloud based project management software
501-1000 employees
Job no longer available
$56.3-82.5k
501-1000 employees
Company mission
To enable organizations of any size to successfully manage and scale their people, projects, revenue, and profitability.
Role
Who you are
- General knowledge of modern web technology and accessibility – e.g., Server-client relationship, DOM, REST API, HTML/CSS/Javascript stack, HTTP statuses, modern web browsers and operating systems, mobile applications/device types, SaaS/PaaS architecture, etc
- Knowledge of software development lifecycle – from roadmap to development to QA to deployment
- Experience with relational database structures (SQL, SOQL, etc), techniques and considerations for traversing related data tables/objects
- Sound communication skills including business writing and excellent spoken/written English
- Ability to articulate technical concepts into concise and understandable explanations for a less technical reader
- Demonstrable skill in analysis or technical problem solving in Enterprise-class SAAS application
- Self-management, ability to maintain productivity and quality without constant direct supervision
- Hold or be studying a computer science or software engineering related degree or comparable and demonstrable knowledge of key concepts
- 2-4 years of experience in a Business-to-Business technical support capacity dealing with business-critical customer operations
- Specific knowledge of Salesforce, Apex, and the master-detail object model are a significant plus, though not required
What the job involves
- This role is a senior position supporting Kantata SX
- You will join a team responsible for providing support to our client Kanata SX installations on the Salesforce Platform (PaaS) working with Kanata SX Support, Professional Services and our Customer Success Managers
- The Support Services team’s focus is troubleshooting, review, and analysis of customer-reported issues
- Support’s objective is to understand the customer’s configuration setup and provide context and explanation for the observed behavior and position the customer to be a savvier user of their delivered solution as well as have a clear view of their options and paths for further evolution of their setup
- Should we encounter system functional issues, Support advocates for the customer in highlighting, pursuing, and communicating the solution path with internal teams to resolve the customer experience
- Troubleshooting/investigation of customer-reported issues and questions
- Communication and analysis of relevant concepts, configuration setups, and product information
- Positioning and accommodation of relevant Kimble capabilities and services
- Escalation handling, prioritization, communication, and customer advocacy for resolving functional issues
- Enablement and engagement with colleague teams – Education, Customer Success, Service Delivery, Sales – to recognize and identify action opportunities and optimize collaboration to enhance customer experience
- Time-specific shift attendance and resource schedule compliance for coverage purposes. Occasional shifted and off-hours tasks may be required
- Ability to be successful in self-management and discipline towards attendance, communication quality, and team participation
- Voice and video meetings with customers and colleagues
- Education and coaching of peer team members in product knowledge, customer communication, and soft-skill development
- Occasional after-hours on-call rotation for Severity 1 customer issues
Otta's take
Theo Margolius
COO of Otta
Kantata is a business management software aimed at the professional services industry. This SaaS platform has been designed to meet the needs of a modern workforce, providing services such as employee time tracking, project management, and resource allocation.
The company's purpose-built technology includes a suite of features, such as a resource optimizer that helps managers allocate the right people to the right project for the correct amount of time. It also includes a private social network for users to share information with peers in the industry. Kantata already has several profitable tie-ups with essential business software such as Salesforce, helping it outpace rivals.
As more organizations in professional services invest in resource management solutions, the industry is awash with companies all competing for this business. These include industry heavyweights Basecamp, Zoho Projects, and ClickUp. Born from the merger of Mavenlink and Kimble Applications, Kantata is set to see accelerated growth as it focuses on further development of its comprehensive platform.
Insights
Company
Funding (last 2 of 5 rounds)
Apr 2019
$48m
SERIES E
Nov 2016
$39m
SERIES D
Total funding: $111.5m
Company benefits
- Group Health Insurance with Coverage Options for Medical, Dental, and Vision
- Life Insurance
- Voluntary Insurance Options Such As Auto, Home, Legal, and Pet Insurance
- Paid Parental Leave
- Voluntary Commuter Benefit Options
- 401K + Company Match to Save For Your Future
- Flexible Work Options - Remote or Hybrid
- 15 days of Paid Time Off, Plus Two Additional Days With Each Year of Employment
- Sick/Wellness Time Off
- 9 Paid Holidays + Floating Holiday
- Volunteer Time Off
- Top Performers Employee Recognition Program
- Philanthropic, Social, and Wellness Events Through KantataLife
- Reimbursement for Wellness Applications (including Kindle, Headspace, Peloton)
- Monthly Remote Stipend
- Employee Assistance Program
Company values
- Put People First - We elevate people in everything we do. Caring about our clients, colleagues and communities is the heart of our culture. We are one team—having fun, growing and making a difference together for our industry and the world
- Create Remarkable Client Experiences - Solving real business problems, building meaningful relationships and partnering with clients every step of the way to stand apart and amplify our clients’ success
- Lead The Way - Innovation and continuous improvement are our passions. We push limits, take risks and explore big ideas. We make bold decisions and embrace learning to remain accountable and unlock transformative opportunities
- Embrace Authenticity - We appreciate the uniqueness and contribution of every individual. We listen closely, ask questions, assume positive intent and engage with open minds to create a workplace where people can thrive
Company HQ
East Irvine, Irvine, CA
Founders
Roger Neel
(Senior Business Advisor)Former Technical Advisor at The Bold Italic and Director Strategic Partner Solutions at InQuira. BA in Economics and Computer Science from Cornell.
Ray Grainger
(Executive Chairman)Former EVP Global Services and Strategic Partnerships at InQuira and Global Managing Partner at Accenture. BSc in Engineering at Harvey Mudd College.
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