Technical Support Analyst

Company: Xactly
Location: Concord
Posted on: January 8, 2021

Job Description:

Xactly Corporation was founded to solve an important challenge: how to help people everywhere connect and unleash their human potential through seamless, perfectly aligned Sales Performance Management. Xactly's comprehensive Sales Performance Management (SPM) suite leverages data from a sales performance AI platform to provide timely insights across the entire SPM value chain, from sales planning to execution, including compensation to optimization. Xactly takes Sales Performance Management from a dark art to a science, providing decision-makers with the data insights they need to tap the motivational power of their incentive compensation. With access to predictive analytics and benchmark data, enterprises can now optimize territories, design the right compensation and incentive plans and accelerate attainment and optimization of sales performance. THE OPPORTUNITY As the Technical Support Analyst at Xactly Corporation, you'll be responsible for providing excellent integration support for high profile customers. We are seeking an energetic, driven and articulate team player who is passionate about technology, learning, and helping others. We're all about making things easier, better, and more efficient. Our goal is to build the best Customer Support department on the planet, and you will help us do that THE TEAM Xactly's Technical Support team is a tight-knit and growing team. The team is charged with troubleshooting integration issues that customers may have. This is behind the scenes work as these integration processes are ran in the backend. It's a global team with members in San Jose, Denver, Bangalore, Toronto and Australia. The team works closely to transfer knowledge and collaborate to ensure we deliver quality support to our customers. WITHIN ONE MONTH, YOU'LL: - Explore tools - Start working with senior resources to understand the concepts - Familiarize with general FTP file issues - Familiarize with SQL Developer - Communication training - Set up individual macrodefs for maps - Connect to development servers and FTP via production environment and outside - Execute the code against Production, Staging - Salesforce Queries WITHIN THREE MONTHS, YOU'LL: - FTP/File Issues - Data format issues - Add Email to scripts - Add/Remove cron jobs - Check what processes are running at a given time and kill processes as needed - Execute scripts from backend - Get familiar with Connect terminology/concepts used by Support Team to acclimate to Support environment. - Understand Maps, Processes, Lookups, Salesforce Queries - Understand Incent Data Structure WITHIN SIX MONTHS, YOU'LL: - Reproduce bugs and escalate to Engineering as needed. - Work independently on DELTA/Connect cases - Support Sandbox Sanity and Maintenance Sanity - Collaborate with India Support on PSA Script Automations. - Reproduce issues for confirming DELTA Bugs. - Make minor script/map/process changes to fix customer issues. WITHIN TWELVE MONTHS, YOU'LL: - Work with product to recommend new features - Execute scripts from the backend - Be proficient in Commission Expense Accounting - Solve complex data issues - Work with cross-functional teams to resolve inefficiencies - Expand and learn additional products - Execute and partner successfully on Sev Level I, II, III type casework with customers independently.

Keywords: Xactly, Concord , Technical Support Analyst, Professions , Concord, New Hampshire