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As a Senior Support Engineer at Advantive, you will serve as a Tier 2 technical expert, resolving complex software issues and enhancing the customer support experience. You will collaborate cross-functionally with Development, Services, and Customer Success teams, applying your analytical and technical skills to troubleshoot issues, document resolutions, and drive long-term customer satisfaction. This role includes mentoring junior team members and contributing to a culture of continuous improvement.\

Key Responsibilities

+ Troubleshoot and resolve complex customer issues via CRM platforms (e.g., Salesforce, Zendesk).

+ Communicate clearly and professionally across multiple channels (email, chat, phone).

+ Escalate unresolved technical problems to development with well-documented context.

+ Author knowledge base articles and process documentation.

+ Collaborate across teams to ensure timely project and issue resolution.

+ Mentor junior support staff and act as a subject matter expert in your domain.

Core Competencies

+ Analytically Savvy & Data Driven – Use data to guide issue resolution and continuous improvement.

+ Disciplined Execution – Highly organized with strong time and priority management.

+ Resilience Under Pressure – Maintain poise and productivity in high-stress situations.

+ Technical Aptitude – Strong troubleshooting abilities, including database and code-level analysis.

+ Conflict Resolution – Facilitate effective problem resolution with customers and teams.

+ Process-Oriented Problem Solving – View issues holistically to recommend scalable solutions.

Required Qualifications

+ 2+ years of technical support experience, ideally in enterprise environments.

+ Proficiency in troubleshooting software and database issues.

+ Strong communication, collaboration, and documentation skills.

+ Comfortable managing multiple issues in a fast-paced, cross-functional setting.

+ Adaptable, coachable, and customer-focused mindset.

+ Bachelor's degree preferred

In office requirement: 3 days a week

While we offer flexibility, this role includes an expectation of being onsite three days a week in our Tampa office to support team alignment and cross-functional collaboration.