Support Engineer

Veracross provides SaaS-based School Information Systems (SIS) designed to meet the specific needs of independent K-12 schools worldwide. Our unique solution combines the power of a fully integrated single-record database, personalized communication tools, and an elegant architecture unique in our industry. Veracross has recently expanded its offerings through acquisition of four additional SaaS product brands. Today, the company has 340 employees in the US, UK and Australia and supports 3200+ schools in 60 countries.

Role Summary

Support Engineers interface directly with staff members at intendent schools over our ticketing system to resolve, explain, and consult on support issues that require engineering skill. They become proficient in the inner-workings of independent schools, applying knowledge of the product to develop and implement software solutions that ensure that systems run smoothly and successfully. This position requires software problem solving skills, strong experience in SQL, and a commitment to service and quality.

Job Responsibilities

• Provide back-end technical support to clients via a ticketing system, collaborating with the support specialist and account management teams to solve advanced technical problems by reading and manipulating SQL at the database level
• Manage and prioritize multiple open cases at one time
• Interact in writing directly with clients on support tickets
• Provide prompt and accurate responses for clients, seeing cases through resolution within company SLA guidelines
• Trace application bugs though the technology stack (majority at database level) and submit patches to fix
• Install and configure modules for existing and new client databases according to client specifications
• Help implement custom solutions for clients based on technical specifications
• Provide technical consulting in order to align schools with Veracross technology and best practices
• Identify, update, and maintain internal and external knowledgebases in order to improve support documentation deficiencies
• Identify, prioritize, and log system bugs for the product team
• Provide mentorship and support to junior colleagues through direct engagements and shadowing
• Participate in long term rotations across several engineering teams to gain an intermediate understanding of all software modules

Requirements

• Bachelor’s Degree in Computer Science or a related field
• 2-3 years of experience writing raw SQL to migrate or manipulate complex data sets (beyond reporting)
• Demonstrated success in the support engineer role, evidenced by consistently high satisfaction ratings for client interactions
• Demonstrated general understanding of each of the Veracross module areas and their use within independent schools, with an intermediate understanding in at least two product areas
• Demonstrated excellent written and verbal communication skills, able to communicate technical details to people with a varying range of technical ability
• Demonstrated success working in and contributing to a positive team environment
• Industry knowledge of the K-12 private school sector and other education SaaS products a plus
• Experience with Ruby or similar, HTML/CSS, and Web and/or UI design a plus

Benefits

• 3 weeks of vacation per year
• 14 paid holidays per year (including the week off between Christmas and New Year's Eve)
• 56 Hours of paid sick leave annually
• Top tier benefits -
• Medical, Dental & Vision (Blue Cross Blue Shield & EyeMed)
• Veracross LLC Fidelity 401(k) Plan - Managed by Sentinel Benefits

Salary at Veracross is determined by a variety of factors including, but not limited to: business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience. The compensation range for this position is $65k to $95k (annualized USD) and is eligible for an annual bonus based on company performance.

We value the power of an inclusive culture and a strong sense of belonging. We seek to infuse diversity and inclusion in everything we do while promoting a culture where differences are embraced as strengths; opportunities are equal and accessible; consideration and respect are the norm; and all team members are supported in reaching their full potential.