• Lead Application Support Engineer

    Job Locations US-MN-Edina
    Information Technology
  • Company Overview

    Who Mattersight is:


    The rubber hits the road when someone picks up the phone to talk to a company. It happens over 250 million times a day. With over 60 percent of people dumping brands because of bad customer service, that phone call can make or break a business.


    Enter Mattersight – the only company that uses personality analysis and big data analytics to improve every customer call, increase customer satisfaction and lower costs for Fortune 500 enterprises. Our patented technology mines a private database of over 1 billion customer service calls to quickly pair customers with call center agents they will naturally, effortlessly click with. Awkward and annoying becomes satisfying and enjoyable. Frustrated becomes enthusiastic.


    Mattersight helps companies make positive conversations with their customers the rule, not the exception by fostering emotional connections that turn complainers into fans.

    Responsibilities & Qualifications

    Who you are:


    A process oriented Application Engineer with impressive troubleshooting & problem-solving abilities and top-notch communication skills that’s excited by tackling challenges in an-ever changing, and challenging, technical environment.


    What you’ll do:


    Maintaining an expert level of product knowledge and application experience your tasks will include, but are not limited to, the following: 

    • Manage a team of two engineers
    • Incident & Problem Management: Break-fix resolution & root cause analysis
    • Continuous improvement through KPI tracking & defect elimination plans
    • Provide direction & expertise for Product teams
    • Serve as subject-matter-expert on all things Application related


    What we’re looking for:

    • 3-5 years of relevant IT management experience in a fast-paced environment
    • Strong customer service attitude, focused on delivering value to clients
    • Ability to calmly seek remediation options in a high availability environment
    • Highly motivated individual with a sense of urgency and ownership
    • Proven track record in client interfacing roles
    • Understanding of policies and procedures in a client focused environment
    • Ability to communicate clearly and concisely in both written and verbal delivery
    • Participate in an on-call function
    • Flexibility to work after hours to meet deadlines where necessary
    • Bachelor’s degree in Computer Science or equivalent required
    • Prior experience in a professional services environment with a national client footprint
    • Strong troubleshooting methodology in a remote administration environment
    • Identify and monitor KPIs to recognize improvement opportunities


    What skills you have:


    Strong Knowledge of the Following Technologies:

    • Microsoft Server 2012 operating system
    • Microsoft SQL Server and database support
    • Network connectivity technologies
    • Wintel based blade server architecture
    • .Net Framework
    • PHP

    Preferred Skills/Experience:

    • PCI/HIPAA Security standards
    • ITIL Fundamentals/certification
    • Object oriented programming/development experience
    • Voice network and recording technologies
    • Communication bus frameworks
    • Linux administration
    • Root cause analysis
    • SDLC Process

    Frankly put, Big Data is exploding. That explosion is presenting all kinds of interesting avenues for our business, which is allowing our teams to grow professionally, technically and personally. This is exciting technology in an exciting space, and we want YOU to come join us on this adventure.  If you want to grow and contribute in ways you didn’t expect, contact us today and see what matters.

    Other Facts

    Other Facts


    What we’re like


    Mattersight values diversity, curiosity and collaboration. Employees from all experience levels and backgrounds are intermingled and encouraged to learn about each other’s projects. Our offices foster teamwork as well as self-motivation, with a healthy dose of fun thrown in.


    Where you’ll be


    Mattersight seeks candidates authorized to work in the United States.  The Lead Application Support Engineer role will be based out of Mattersight’s Edina, MN location.  Candidates should anticipate little to no travel.


    What you’ll make


    Mattersight believes that a successful, thriving company starts with happy, satisfied employees. We are prepared to offer a highly competitive benefits and compensation package for the ideal candidate.


    What else?


    Any questions regarding the position should be communicated to Lindsey Becker, Technical Recruiter, lindsey.becker@mattersight.com. 


    For more information about Mattersight, visit www.Mattersight.com. Mattersight is committed to equal opportunity and affirmative action in all employment matters: Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, ancestry, marital or domestic partner status, national origin, disability or medical condition, pregnancy, veteran or military status, sexual orientation, gender identity, or on account of membership or affiliation with anyone in any of the foregoing categories, or any other protected category under federal, state or local law. Although particular legal provisions may differ in various locations in which we do business, our principles are the same worldwide.


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