Job Title: Technical Support Engineer

Location: Bangalore

Function: Customer Support

Position Type: Full-time

Position Level: Level 3

Xactly Corporation was founded to solve an important challenge: how to help people everywhere connect and unleash their human potential through seamless, perfectly aligned Sales Performance Management. Xactly’s comprehensive Sales Performance Management (SPM) suite leverages data from a sales performance AI platform to provide timely insights across the entire SPM value chain, from sales planning to execution, including compensation to optimization. Xactly takes Sales Performance Management from a dark art to a science, providing decision-makers with the data insights they need to tap the motivational power of their incentive compensation. With access to predictive analytics and benchmark data, enterprises can now optimize territories, design the right compensation and incentive plans and accelerate attainment and optimization of sales performance.

THE OPPORTUNITY
As Technical Support lead at Xactly Corporation, you’ll be responsible for providing excellent support
for high profile customers on our data integration and platform products and for providing support to
talented team members that are doing the same. We are seeking an energetic, driven leader who is
passionate about helping customers solve challenging business problems, continuous improvement
and enabling others to reach their potential. As part of your role you will work directly with customers
worldwide to handle escalations, provide solutions and review root causes of issues. Additionally,
you will be responsible for designing and implementing best-practices, working with Product and
Engineering to drive continued enhancements in the supportability of our products and increasing
the efficiency and effectiveness of how we address technical issues for our customers. We're all
about making things easier, better, and more efficient for our customers and team members. Our
goal is to build the best Customer Support department on the planet, and you will help us do that!

THE TEAM
Xactly’s Support team is a talented and growing global team with members in London, San Jose,
Denver, Bangalore, Toronto, and Australia. The team works closely to transfer knowledge and
collaborate to ensure we deliver quality support to our customers around the world.

THE SKILL SET:
● 6+ years of technical support experience, working directly with customers and
providing Level 3 support for complex data and system issues.
● 2+ years experience with complex SQL and data mapping, integrations/ETL
● Experience in a technical role for enterprise application implementation projects
(e.g., ICM, ERP, CRM, HRMS).
● 2+ years prior experience developing SW solutions in any coding or scripting language

● 1+ years’ experience in a team lead or other leadership role
○ Working closely with management and other departments on proactive monitors
and improve support processes
○ Managing the team’s open cases queue to make sure there isn't backlog
○ Checking on the teams case / case load in general
○ Working with other teams to make sure that escalated cases are dealt with
● Strong problem-solving skills and analytical skills
● A passion for driving efficiency, optimizing processes and identifying opportunities for
automation
● Ability to present solutions to both technical and non-technical people
● Bachelor's degree or equivalent experience preferred