SymphonyAI is a global leader in AI-driven enterprise applications, transforming industries with cutting-edge artificial intelligence and machine learning solutions. We empower organizations across retail, CPG, financial services, manufacturing, media, enterprise IT and the public sector by delivering data-driven insights that drive business value.
Job Description
Reporting to the Senior Manager - IT, Senior Support Engineer – IT will provide top-tier technical support to users using NetSuite ERP software, troubleshoot issues, collaborate with teams, and ensure satisfaction. Key qualifications include NetSuite proficiency, strong problem-solving skills, and excellent communication. If you're passionate about delivering exceptional support and driving client success, join us in this exciting opportunity to work with cutting-edge technology and make a real impact!
Responsibilities
- Provide expert technical support and troubleshooting assistance to users using NetSuite ERP software.
- Respond promptly to user inquiries and resolve technical issues via phone, email, or remote assistance.
- Collaborate closely with developers, consultants, and project managers to address user needs and ensure smooth operations.
- Maintain accurate and detailed records of support cases, documenting client interactions and resolutions effectively.
- Analyze user requirements and recommend tailored solutions and enhancements to optimize their NetSuite experience.
- Stay ahead of the curve by keeping up-to-date with NetSuite product releases, features, and best practices.
- Contribute to the development of support resources, including FAQs, knowledge base articles, and training materials.
- Proactively identify opportunities for process improvement within the support function, driving efficiency and excellence.
- Monitor and ensure the successful execution of Celigo integrations, addressing any failures or issues that arise in real-time.
- Assist in the implementation, testing, and configuration of Celigo integration flows between NetSuite and external applications.
- Document and create resources for Celigo-related integrations, including FAQs, troubleshooting guides, and step-by-step setup instructions.
Essential Skills:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 4-6 years of experience in a technical support role, with a strong background in NetSuite ERP.
- Deep understanding of NetSuite functionality, including Financial Management, CRM, Inventory Management, and Order Management.
- Solid grasp of web technologies such as HTML, CSS, JavaScript, and RESTful APIs.
- Exceptional communication skills, with the ability to convey technical concepts clearly to diverse audiences.
- Track record of delivering outstanding customer service and support in a fast-paced environment.
- Strong analytical and problem-solving skills, with meticulous attention to detail.
- NetSuite certification(s) such as SuiteFoundation, SuiteCloud Developer, or SuiteAnalytics Reports and Searches preferred.
- Celigo certification preferred.
- Ability to work independently and collaboratively within a dynamic team environment on rotational shifts.
About Us
SymphonyAI's approach combines cutting-edge AI technology with deep vertical expertise and industry-specific data to provide solutions that deliver maximum value to customers.
Headquartered in Palo Alto, California, SymphonyAI encompasses a wide range of products and has a strong global presence, with operations in North America, Southeast Asia, the Middle East, and India. The company is dedicated to fostering a high-performance culture, building a world-class engineering team, and maintaining its position as one of the largest and fastest-growing AI portfolios in the industry.