We’re looking for problem solvers, innovators, and dreamers who are searching for anything but business as usual. Like us, you’re a high performer who’s an expert at your craft, constantly challenging the status quo. You value inclusivity and want to join a culture that empowers you to show up as your authentic self. You know that success hinges on commitment, that our differences make us stronger, and that the finish line is always sweeter when the whole team crosses together.

We’re looking for problem solvers, innovators, and dreamers who are searching for anything but business as usual. Like us, you’re a high performer who’s an expert at your craft, constantly challenging the status quo. You value inclusivity and want to join a culture that empowers you to show up as your authentic self. You know that success hinges on commitment, that our differences make us stronger, and that the finish line is always sweeter when the whole team crosses together.

Position Overview:

• The Principal Support Engineer is responsible for driving troubleshooting, path to resolution, and coordinating actions of the Alteryx Technical Services (including partner resources where appropriate), Alteryx Engineering, and Product Management to solve escalated customer support cases.
• Drive regular meetings between Sales, Customer Support, Product Management, and Engineering with clear guidance aiming towards issue resolution.
• Participate in key cross-functional initiatives to address escalation trends coming from case or environmental audits driving action items impacting the initiatives.
• Ensure the cross-functional team is working off of clear established action plans (ex. Who, What, When) and delivering within established SLAs.
• Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future problems while providing immediate relief through training and documentation.
• Maintain and expand working knowledge of current Alteryx products and their business applications helping direct product roadmap and company decisions based on Customer use cases.
• Enable Support Organization on technical enhancements coming in new releases along with industry specific technical items.
• Be the go-to resource for members of the Global Customer Support team based in India and Singapore for troubleshooting customers' complex issues with the Alteryx platform.
• This role requires a deep and wide knowledge of Alteryx products and services.

Responsibilities:

• Ability to work in a challenging environment with global customers.
• Ability to work collaboratively primarily with QE/Dev/Prod.
• Written and verbal communication skills; including the ability to clearly articulate technical issues to both technical and non-technical audiences, and explain the impact in business terms.
• Strong analytical and end-to-end problem-solving skills.
• Ability to multi-task and prioritize with a strong sense of getting to closure on behalf of the customer.
• Ability to work in a fast-paced, challenging environment with global customers
• Ability to collaborate effectively with people at all levels
• Capable of crafting clear issue/opportunity summaries to be consumed by other teams and executives
• Coach/Mentor CSEs and Sr CSEs on technical skills / Internally recognized as a premier technical, industry, or product specialist.
• Fosters a collaborative and learning-conducive environment within and across teams
• A “do whatever it takes” customer-first attitude and willingness to go above and beyond to ensure customer success Alteryx Platform /Customer intersection Expert.
• Applies a broad perspective to provide innovative solutions to a variety of complex issues.
• Novel solutions are imaginative, thorough, practicable, and consistent with business area objectives.
• Anticipates technical training needs per upcoming new features based on new technology/skill set.
• Desire to see others grow and develop their technical knowledge
• Identify and provide feedback on product improvements.
• Continued education and technical aptitude. Meet escalation SLAs.
• Identify knowledge gaps to; plan, develop, and deliver troubleshooting education to GCS org.
• Disseminate knowledge to the GCS teams.

Required Skills:

• Experience in Support, Escalations Engineer, Technical Account Management, Engineering Management, Customer Support Management, Program/Project Management, or similar roles desired.
• 5+ years of experience in customer-facing support and troubleshooting the Alteryx Platform and/or with demonstrated in-depth knowledge and expertise of an Alteryx Product or an Alteryx functional area not limited to Server, Gallery, Database Connectivity, Designer, Promote, Predictive Analytics, Spatial, Connect, Connectors.
• BS/BE in Computer Science or equivalent degree mandatory.

Find yourself checking a lot of these boxes but doubting whether you should apply? At Alteryx, we support a growth mindset for our associates through all stages of their careers. If you meet some of the requirements and you share our values, we encourage you to apply. As part of our ongoing commitment to a diverse, equitable, and inclusive workplace, we’re invested in building teams with a wide variety of backgrounds, identities, and experiences.