[Remote] Technical Support Consultant 3

Note: The job is a remote job and is open to candidates in USA. Ursus, Inc. is a global leader in creative software, offering innovative tools for digital media creation, design, and marketing. They are seeking a Technical Support Consultant 3 to provide technical support and product guidance to customers, ensuring their success with the product through effective communication and relationship building. Responsibilities • Performing root cause analysis on customer issues with the goal of enabling both peers and the customer to grow their knowledge of the product. • Thoroughly documenting all communication, troubleshooting, and activity on issues reported by customers • Educating customers on specific product functionality required to resolve their issues. • Writing and presenting internal/informal courses on troubleshooting areas of product functionality. • Creating solution entries as required • Working cooperatively with other Technical Support team members and members of other *** teams such as consulting services, Engineering, technical operations, and deliverability. • Timely communication with customers concerning status of open support issues • Troubleshooting issues related to 3rd party software applications • Duties may also include working in conjunction with other team members on special teams or projects assigned to the Technical Support team such as customer migrations, product testing, implementations, and follow-up training of customers and newer support team members. Skills • 7–10 years of experience in a software support environment supporting complex, multi-tiered enterprise software applications. • Strong experience with SQL, XML, JavaScript/HTML, and relational databases (Oracle, SQL, MySQL, or PostgreSQL). • Proven experience in troubleshooting and supporting business/enterprise customers with digital marketing or email service platforms. • Experience writing and debugging SQL statements, XML, JavaScript, HTML. • Experience with one or more database platforms (Oracle, SQL, MySQL, or PostgreSQL). • Experience with web services APIs, database connectors, SOAP. • Proven in-depth knowledge of complex, database-centric, internet-based systems. • Ability to multi-task and work through problems independently. • Excellent communication skills (written & verbal). • 4-year degree or equivalent experience. • Worked in a role recently (within the past 5 years) as a technical support person working with business/enterprise customers. • Has held a role that required at least 20% of their time troubleshooting with SQL and relational databases. • Has > 2 years’ experience reading and troubleshooting XML, HTML. • Has > 2 years’ experience with network/client/server connectivity. • Has digital marketing experience from an email service provider, or a competitor. Benefits • Medical • Dental • Vision • Commuter • 401K benefits with company matching Company Overview • Ursus, Inc., has been recognized by Staffing Industry Analysts (SIA) for four consecutive years as the fastest-growing technical and creative staffing firm in the United States. It was founded in 2015, and is headquartered in San Francisco, California, USA, with a workforce of 201-500 employees. Its website is Company H1B Sponsorship • Ursus, Inc. has a track record of offering H1B sponsorships, with 4 in 2025, 2 in 2024, 1 in 2023. Please note that this does not guarantee sponsorship for this specific role. Apply tot his job