Product/Customer Support Specialist

** Product/Customer Support Specialist**at Cayuse Portland The exciting world of scientific research is fueled by people with a passion for solving complex problems. At Cayuse, we are committed to our customers success by empowering organizations to conduct globally connected research that advances their impact on science, discovery and society. We build on that commitment with proven, integrated and easy-to-use technology that delivers exceptional value, and world class service and support that accelerates outcomes.But we are more than just an empowering platform powered by advanced technologies. We are a collaboration of exceptional, highly skilled people with multi-disciplinary expertise, and are building our team to support our ambitious growth plans. Cayuses foundational strength comes from our customer and employee focused values and commitment to industry-leading solutions. Its an exciting time to become a key member of our growing team.**No agencies please****No sponsorship available****Not open to C2C or contractors****Your Responsibilities:*** Interact with clients to gather necessary information to troubleshoot and provide timely resolution of escalated tickets* Evaluate database-level problems, then propose and execute with an eye toward database* management best practices* Identify and escalate account management issues appropriately* Project manage and execute product upgrades and configuration requests (sometimes outside* normal business hours)* Maintain ownership of tickets until resolution, drive other teams as needed and set customer* expectations* Enhance diagnostic and reporting capabilities on application-related topics with reusable SQL* and scripts* Provide primary support or backup to Product Support as needed* Meet ticket management, SLA and Customer Satisfaction goals* Develop internal process documentation and external knowledge base materials* Develop a solid understanding of Research Administration* Develop a solid understanding of relevant products and architecture* Participate in training for new Support staff* Contribute to the development of our software applications* Identify, test, and thoroughly document base product defects and enhancements in JIRA* Provide feedback on product direction**Your Qualifications:*** Bachelors Degree (or equivalent work experience)* 1-2 years of technical support experience using a ticket managing system* Support Experience: SaaS software, SOAP and RESTful APIs, Single Sign-On (SSO) and related technologies* Organized, with excellent time management skills in the face of rapidly shifting priorities* Possesses a high level of emotional intelligence (EQ)* Tools: Subversion, Zendesk, JIRA, Confluence* Inquisitive and looks beyond the fix, seeking to understand the root cause of issues* Passionate about helping people and solving problems* Ability to learn and process new information quickly* Excellent work ethic with a bias toward action* Effective, clear communicator with the ability to adapt communication style for different audiences**Benefits:*** Medical Employer pays 90% of employee premium (PPO + HSA available)* Vision* Dental* Short term disability covered* Generous Paid Time Off* Commuter benefits* Parental Leave* Casual Work Environment* 401k* Wellness Incentives* Sit-Stand workstations* Cold Brew + Kombucha on tapOur culture is one of inclusion and belonging where everyone feels respected, treated justly, supported and nourished. We all share responsibility for creating and sustaining a work environment where differences are celebrated and we are empowered to strive for excellence. Were proud to be an equal opportunity employer and actively seek to recruit, develop, and retain a diverse and talented workforce.Location (City) * ***Voluntary Self-Identification**For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely **voluntary**. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.As set forth in Cayuses Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.Gender Gender GenderPlease identify your race Please identify your race Please identify your raceIf you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.Veteran Status Veteran Status Veteran StatusForm CC-305OMB Control Number 1250-0005Expires 05/31/2023**Voluntary Self-Identification of Disability**We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labors Office of Federal Contract Compliance Programs (OFCCP) website at .You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.Disabilities include, but are not limited to:* Autism* Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS* Blind or low vision* Cancer* Cardiovascular or heart disease* Celiac disease* Cerebral palsy* Deaf or hard of hearing* Depression or anxiety* Diabetes* Epilepsy* Gastrointestinal dis