Technical Support Consultant

The Technical Support Consultant at Flooid works closely with internal and external customers to deliver a variety of solutions-related services.  The Technical Support Consultant primarily focuses on reproducing software defects in the Flooid App Suite, identifying the root cause(s) of those defects, and delivering maintenance releases.

You and the Role

The Flooid Technical Support Consultant has great flexibility and the opportunity to work on a global scale.  The primary duties of this role include:

• Triage, diagnose, and reproduce hardware and software defects raised by Flooid customers within the Vision Commerce Suite, seeking to identify root cause wherever possible
• Examine error logs, source code, and database content to determine the cause of a problem (or an explanation of that problem) based on an investigation
• Develop, test, and execute SQL queries to aid in the investigation and analysis of issues
• Collaborate with internal resources (developers, business analysts, quality analysts, etc.) to accurately diagnose reported issues
• Document research, conclusions, and steps to reproduce for use by internal and external technical resources (developers, partners, suppliers, etc.)
• Develop and document workaround solutions where appropriate, and implement workarounds with Flooid Service Desk counterparts or relevant project teams
• Provide feedback for improvements to the development process and product roadmap when appropriate
• Assist various Flooid teams with the setup of hardware and required software deployments for Pre-Sales demonstrations, Marketing demonstrations, etc.
• Coordinate deployments of patches and/or new releases from non-production environments with relevant Flooid groups and promote to Production when required
• Liaise with Third Party suppliers and partners when necessary
• Administer all aspects of assigned tickets throughout lifecycle
• Assist with documenting processes for future reference, and suggest improvements to processes to drive operational efficiency

Skills & Experience

A successful Technical Support Consultant at Flooid will be a pro-active self-starter with an eye for detail who collaborates effectively with team members.  The ideal candidate will have the following skills and experience:

• At least three years of experience in an IT-related field
• Experience supporting enterprise-class applications for the retail sector
• Proficiency in modern RDBMS implementations (DB2, Microsoft SQL Server, Oracle), SQL, navigating and troubleshooting in Windows and Linux physical and virtual environments
• Experience working with no-SQL databases (MongoDB)
• Proficiency in supporting GCP / ActiveMQ / Tomcat installations.
• Knowledge of the IBM WebSphere Remote Server stack (Websphere, MQ, etc.)
• Proficiency in Windows Batch Files and XML
• Proficiency in reading, analyzing, and interpreting Java stack traces and other error logs to logically determine the cause of reported issues
• Knowledge of Java development, Java source code, network topology, software architecture, and the retail industry
• Proficiency with the Agile Development methodology and the Software Development Life Cycle
• Heightened technical awareness and the ability to understand the reasoning and implications of technical decisions
• Participation in the Technical Support Consultant on-call rotation, which can include nights and weekends from time to time
• Natural inquisitiveness and the desire to work with different stakeholders on a variety of initiatives
• Excellent interpersonal skills and ability to build relationships with collaborators
• Strong oral and written communication skills
• Strong analytical, problem solving, and critical thinking skills, with the confidence to ask questions when blocked
• Excellent organizational, prioritization, and time management skills, with the ability to balance multiple responsibilities and tight timescales
• Proactive with a positive attitude
• Exceptional integrity and accountability – will learn from mistakes and accept guidance and suggestions for improvement
• Valid passport (or ability to quickly obtain one) and ability to travel to Flooid’s UK office in Birmingham, England for one week of training within the first few months of employment

Flooid is an innovative software technology company offering cutting edge retail and hospitality solutions to major global brands, from point of sale, mobile, online, social, and beyond, as well as solutions for Cloud and Managed Services, ensuring our retail partners have everything they need to make the sale.  Our customers’ needs are at the heart of what we do, and that focus has resulted in great historical success and an exciting strategy for where we are headed in the future.

Location: In-Office or Hybrid – Must have the ability to work from our Cincinnati, Ohio office when needed (expected approximately three days per week).

Hours: Full-Time – At Flooid, we promote a flexible work environment that allows you to balance your work responsibilities with other priorities, like picking up your children, caring for an aging parent, or attending important family events.

Benefits: Benefits start on day one – medical, dental, vision, life, and disability coverage available; competitive salary; flexible PTO policy that allows for uncapped PTO; fully paid FMLA leave comparable to company-paid short-term disability coverage; 12 weeks of fully paid parental leave; 401(k) plan with company match

Applications: If you believe you have the skills and experience to succeed in this role, even if you do not meet 100% of the criteria, we encourage you to apply.  Research suggests that certain groups will apply for a role if they meet 60% of the position’s requirements, while others will only apply if they hit 100%.  We encourage applications from anyone with the experience, skills, and key attributes that will make you a great fit for the role and addition to the company.

Reasonable Accommodations: Work is performed in an office setting with frequent interruptions. This position requires the ability to sit or stand at a workstation for extended periods of time. The ability to communicate effectively in person, by phone, and on electronic devices is necessary to perform this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Equal Employment Opportunity Employer: Flooid is an Equal Employment Opportunity (EEO) Employer and complies with Title VII of the Civil Rights Act of 1964 and all other applicable federal, state, and local laws and regulations pertaining to EEO as well as subsequent guidelines established by the EEO Commission.