Integration Support Specialist
Engineering | New York, NY | Full Time
Watermark is currently seeking a Product & Integration Support Specialist This position allows for a diverse set of responsibilities. It is a technical support position first, and client facing second. Few days are the same in this role given the breadth of functionality in the web-based system. And given the stability and maturity of the system, it’s not typical for an overwhelming amount of support requests to come in at once. You will be interfacing with a small team of developers as required to troubleshoot uncommon production issues, and help build a limited set of new functionality.
Responsibilities and Duties
- Interface with Clients to onboard them with Product Integrations, usually a technical counterpart in the university.
Work with support team to provide product support and assistance to customers.
Provide technical product training to staff and customers.
Work with support team to evaluate complex customer problems, identify root causes and derive resolutions.
Analyze customer suggestions and recommend product revisions.
Provide limited testing for small functional enhancements to existing mature product line.
Develop knowledge bases and FAQs for product support activities and integration functionalities.
Good troubleshooting skills and inquisitive mind.
Good communication skills to occasionally interface with clients over conference calls and email.
This position requires the ability to write “select” SQL queries to occasionally investigate backend issues.
Familiarity with University Single-Sign-On systems such as SAML, CAS, etc. a plus.
Excellent medical, dental, and vision insurance
Fantastic office location in Flatiron and fun, collaborative work environment
401(k) with match
Work-Life balance through team-building activities
Employee outings & celebratory events
Watermark’s mission is to put better data into the hands of administrators, faculty, and students everywhere to empower them to connect information and gain insights into learning that will drive meaningful improvements. Through its innovative educational intelligence system, Watermark supports over 1,600 institutions around the world in developing an intentional approach to learning so that they can leverage data for a more holistic view of learning, faculty and staff impact, and institutional quality.
For more information on Watermark, visit www.watermarkinsights.com.
Watermark is an equal opportunity employer and does not discriminate against an individual based on the individual's race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, or any other protected characteristic or activity.