Platform Support Analyst

Job Title: Platform Support Analyst

Location: Bangalore, India

Function: Engineering

Position Type: Full-Time

Position Level: Level 2

Xactly has helped thousands of companies and millions of sellers around the world beat their revenue targets. Using the Xactly Intelligent Revenue Platform, leaders look past the current quarter to create revenue streams for long-term growth. It is the only solution that aligns seller behavior with boardroom strategy to create a resilient, predictable and profitable business.

We deliver this 100% cloud solution by unleashing human potential. Our employees live our CARE values by focusing on customers’ success and treat every user of our products as a member of our family. Every one of us is accountable to keep our word, own our mistakes and show up with an optimistic spirit. We respect each other and value the differences that make us diverse. And we strive for excellence in everything we do - from the innovation in our products to the fun at our events.

THE OPPORTUNITY

As a Technical Integration Analyst in Xactly's India office, you will 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! At Xactly, we believe everyone has a unique story to tell, and these small differences between us have a big impact. When bright, diverse minds come together, we’re challenged to think different ways, generate creative ideas, be more innovative, and take on new perspectives. Our customers come from different cultures and walks of life all around the world, and we believe our teams should reflect that to build strong and lasting relationships.

THE TEAM

Xactly’s Support team is growing rapidly and we need someone who can work the product Incent, Xactly Connect and Pervasive ETL. Covering offices in San Jose, Denver, Bangalore, Uk and Toronto, we have customers globally and all resource are encouraged to operate independently with the highly level of accountability, but also have the ability to be a team player and work with multiple teams.

THE SKILL SET (Responsibilities)

• Casework providing excellent application support for all Xactly products, specialized in ETL


• Understand, replicate, validate, and resolve customer service requests from customers and partners


• Document and track case history, case status and solutions


• Communicate with customers regularly via phone, emails and online support tools about case status and solutions


• Support testing of new product releases and patches


• Submit escalations to the next level of support, operations or Engineering


• Effectively communicate and document design, reliability, and maintenance problems to Engineering, Product Management, Technical Operations or Professional Services via formal escalation process • Contribute solutions to the Xactly Knowledge Base and other publications


• Provide planning and design support for the development of solution architectures that will be implemented in a multiple system environment.


• Analyze the practices of implementation and support cases to identify product usage patterns and provide feedback to Product Management and Engineering


• Analyze data interfaces and set integration strategy by system type


• Configure integrations using best of breed integration tools


• Develop, unit test and system test solutions in support of customers user acceptance testing


• Work with assigned Xactly PS Consultants to manage end-to-end solution delivery and customer expectations

Required Skills:

• B.A./B.S in Computer Science, Engineering, Business Administration, or Information Systems


• Experience working with integrations/ETL, with at least two years of data integration experience


• Experience using/supporting ETL tools like Informatica, Pervasive, Cast Iron etc.


• Strong problem solving skills and analytical skills


• Ability to present solutions to both technical and non-technical people


• Experience with consulting/systems implementation


• Prior experience in a technical role for enterprise application implementation projects (e.g., ICM, ERP, CRM, HRMS) a plus!

WITHIN ONE MONTH, YOU’LL:

• Attend New Hire Training


• Learn the Support Process and Salesforce ticketing tool


• Gain exposure to Xactly’s product suite.


• Learn about Xactly’s support tool.


• Get to know your team

WITHIN THREE MONTHS, YOU’LL:

• Attend Incent product training session online and offline


• Knowledge transfer on ETL Tool used by Xactly.


• Attend Xactly Connect Training.


• Pervasive and Xactly Connect Code reviews and learn different tools like Razor sql, Jira & confluences

WITHIN SIX MONTHS, YOU’LL:

• Ensure the best support practices are being used in resolving customer cases assigned.


• Ensure to automate support process where ever possible.


• Participate and contribute in maintenance and new product release and should be able to work individually on any tasks.

WITHIN TWELVE MONTHS, YOU’LL:

• Partner and work cross functionally with other dev teams and the QE team


• Take full ownership of customer cases and delegate best customer support


• Continuously think about and work on process improvements for an always high-quality product

Benefits and Perks

• Paid Time Off (PTO)


• Comprehensive Insurance Coverage


• Tuition Reimbursement


• XactlyFit Gym/Fitness Program Reimbursement


• Kitchen Stocked Daily with Tasty Snacks, Fruit and Drinks


• Free Parking and Subsidized Bus Pass (a go-green initiative!)

THE XACTLY STORY

Xactly is proud to be an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.

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We do not accept resumes from agencies, headhunters, or other suppliers who have not signed a formal agreement with us.