Product Support Engineer - Anaqua

Position Overview:

Anaqua is seeking a highly motivated Technical Support Engineer eager to help us expand our global Support organization! This is an exceptional opportunity to learn and grow with us, as we continue to rapidly expand our client base. You should be an excellent team player with effective communication skills and strong commitment to be able to provide excellent technical solutions in a timely manner to our clients. In addition, having robust expertise with Java, React and PostgreSQL applications. Aptitude to troubleshoot complex technical issues, identify workarounds and solutions, work closely with clients from around the globe, as well as juggle several tasks at a time is necessary. If you love challenges, ever-changing technologies, always learning, a growing business domain, and opportunities to do something new every day, Anaqua is looking for you!

You’ll love this job if you like to:

Play a key role in the Support organization, working with large and prominent clients and internal staff in all departments.

Effective interactive work with clients (email, phone, web, or in person) to diagnose and resolve product issues, provide best practice consulting and training, and ensure the highest level of client satisfaction with the ANAQUA products.

Extensively researching and documenting clients technical, data, workflow issues, and working with the Engineering, Hosting, and Product Management teams to deliver solutions to our clients’ needs.

Taking ownership of clients reported issues and seeing problems through to resolution.

Meeting SLA while following standard procedures for proper escalation of unresolved issues.

What you’ll need to be successful:

Bachelor's or master's degree in computer science, software engineering (or any related technical discipline)

At least 3-5 years of relevant experience in Tier 2 or 3 technical customer support (voice and email), with a strong customer interaction experience

Hands-on technical work experience with PostgreSQL

Excellent analytical, troubleshooting, and debugging skills

Great attention to details when communicating with clients (verbal & written).

Motivated by a fast-paced culture and ability to work as part of a global team.

Flexibility in the organization of your work, allowing you to adapt to change.

Ability to be a quick learner, autonomous, resourceful, and a proactive self-starter, while also remaining process-oriented and a team player.

Business Intelligence and Reporting experience a plus but not required

Legal experience and/or Intellectual Property knowledge a plus but not required

Foreign language fluency in 1 or more languages preferred

Anaqua, Inc. is a premium provider of integrated intellectual property (IP) management technology solutions and services. Anaqua’s AQX platform combines best practice workflows with big data analytics and tech-enabled services to create an intelligent environment designed to inform IP strategy, enable IP decision-making, and streamline IP operations. Today, nearly half of the top 100 U.S. patent filers and global brands, as well as a growing number of law firms worldwide use Anaqua’s solutions. Over one million IP executives, attorneys, paralegals, administrators, and innovators in large and medium-sized companies use the platform for their IP management needs. The company’s global operations are headquartered in Boston, with offices across the U.S., Europe, and Asia. For additional information, please visit anaqua.com, or on LinkedIn.