Software Support Engineer

Company Introduction

Adaptive Insights is a recognized enterprise software leader in strategic cloud corporate performance management (CPM), empowering finance and business leaders everywhere with critical insights to plan smarter, report faster, and analyze better. The company's financial planning platform enables companies of all sizes to collaboratively plan and model, easily access real-time analytics, streamline complex financial reporting, and accelerate financial consolidation. With this best-practice active planning process, Adaptive Insights differentiates with easy, powerful, and fast software that empowers more than 3,500 customers globally to drive business success.

Honored two years in a row on the Forbes’ Top Cloud 100 list of cloud companies, a seven-time Deloitte Fast 500 winner, and named a Leader in Gartner’s Magic Quadrant for Strategic CPM Solutions, Adaptive Insights is addressing the needs of a large and rapidly growing cloud CPM market.


Our Software Support Engineers are responsible for interfacing with Product Support, Software Development, and customers to provide deep level analysis to product related issues through testing, investigating, providing workarounds and resolving customer reported escalations.  Duties include responding to escalation requests from Technical Support; providing mitigation solutions using C#/.NET applications, and web technologies such as JavaScript, .Net, producing Scripts and utilizing the programming language C# and databases such as Oracle and SQL to troubleshoot and maintain the web applications. 

Duties include but are not limited to the following:

  • Works, manages, and prioritizes a queue of tickets escalated by the level 1 and 2 support specialists.
  • Triages and analyzes tickets with a moderate scope of complexity to find workarounds and solutions.
  • Reports bugs and escalates difficult to solve/obscure issues to the development team for assistance/guidance.
  • Provides mitigation solutions for the Adaptive Suite of Products by analyzing logs, understanding the application functionality via the user interface and analyzing the code to better characterize customer issues and determine workarounds.
  • Interacts with Customers (both external and internal) via phone, email, and/or screen sharing tool to collect information and communicate workarounds and solutions in a way that non-technical users can understand.
  • Responsible for meeting individual goals and KPI related to processing tickets and customer satisfaction.

Minimum Requirements:

  • Bachelor’s/Master’s degree or foreign equivalent degree in Computer Science, Electronic Engineering, or a related field, 2 years of experience in the job offered, a System Engineer or a related software development occupation.
  • Excellent verbal and written communication skills
  • Proactive, empathetic, team player who is responsive to customer needs and customers concerns and passionate about problem solving and helping others
  • 2 years’ experience working with C# .NET framework
  • Experience mitigating/debugging web applications
  • Familiarity with Oracle database and conversant in writing SQL queries
  • Javascript, VisualStudio, Windows Development
Verified open
Posted by Adaptive Insights