The Engineer will assist the team to triage Escalations raised by support to determine if the escalation is valid. The Engineer will attempt to locate the discrepancy in the data, create a reproducible use case if possible, and assist the customer to move forward if possible. The Engineer will also assist the team to identify and develop tools to empower Support and Customers to achieve the desired fixes/changes.

Responsibilities:

• Review incoming Escalations to determine their validity. 
• Work closely with Support to troubleshoot incoming cases and provide solutions.
• Collaborate with product management to determine the system is behaving as designed or if there a defect that needs to be addressed.
• Working under only general direction
• Implement updates and fixes to help the customer move forward while the root cause is addressed by the respective development team.

Requirements:

• The ability to communicate well
• Extensive Sage Intacct Product knowledge
• Be a self-starter capable of working independently
• Exhibit strong technical skills
• Knowledge of SQL and API functionality
• Bonus: Have a working knowledge of database architecture; including database structure and relationship mapping