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Technical Support Engineer
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SSB . Description Affinaquest powers colleges, universities, athletic departments, and academic medical centers to unlock their data potential. Offering innovative CRM software native to the Salesforce platform, a proprietary Customer Data Platform (CDP), and advanced analytics, Affinaquest equips clients to be the architects of their successsurfacing opportunities for increased and more personal engagement, resulting in meaningful revenue growth. The approach to innovation isnt about reinventing the wheelits about transforming it. This is the quest for affinity: driving lasting relationships that shape the future of advancement and athletics. Position Description Summary Affinaquest seeks a Technical Support Engineer. A successful candidate will deliver an exceptional client experience by partnering with support colleagues and the Advancement Development team to resolve client issues promptly and cultivate a learning environment for clients. The Support Engineer serves as a business and technical support resource, developing a deep understanding of the Advancement implementation and client-specific use cases. Responsibilities include troubleshooting, evaluating client inquiries, proposing solutions, and ensuring high client satisfaction through excellent service, ultimately supporting client engagement, retention, and upsell opportunities. Reporting to the Senior Director of Client Management and Client Support, this role involves working cross-functionally with various teams to resolve issues and create educational content to help clients avoid similar problems. The ideal candidate thrives in a fast-paced, innovative environment, demonstrating collaboration, critical thinking, emotional intelligence, and accountability. Requirements Salesforce Admin experience (minimum 2 years) Customer Support experience (Tier 1 or 2) with a proven ability to develop relationships 1-2 years of CRM or relational database experience Strong communication skills Excellent multi-tasking and organizational skills Primary Responsibilities Providing thoughtful customer service with organization and product knowledge Diagnosing issues, proposing solutions, and managing cases to resolution Identifying root causes and recommending preventative measures Supporting application incidents and patches Escalating complex issues appropriately Creating knowledge articles and videos based on support topics Documenting activities clearly and managing cases effectively Maintaining knowledge of Salesforce updates and supporting staff training Proactively anticipating client issues and preparing solutions Preferred Attributes Experience with Advancement/Fundraising software Support experience with Salesforce ISV Partners Ability to work non-standard hours for international time zones (e.g., Australia) Position Location Corporate Headquarters: ASU SkySong, Scottsdale, AZ Hybrid Office Policy: On-site Tuesday-Thursday Travel No travel required Affinaquest is an equal-opportunity employer. All applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. Salary: $60,000 - $75,000 #J-18808-Ljbffr
Technical Support Engineer
role at
SSB . Description Affinaquest powers colleges, universities, athletic departments, and academic medical centers to unlock their data potential. Offering innovative CRM software native to the Salesforce platform, a proprietary Customer Data Platform (CDP), and advanced analytics, Affinaquest equips clients to be the architects of their successsurfacing opportunities for increased and more personal engagement, resulting in meaningful revenue growth. The approach to innovation isnt about reinventing the wheelits about transforming it. This is the quest for affinity: driving lasting relationships that shape the future of advancement and athletics. Position Description Summary Affinaquest seeks a Technical Support Engineer. A successful candidate will deliver an exceptional client experience by partnering with support colleagues and the Advancement Development team to resolve client issues promptly and cultivate a learning environment for clients. The Support Engineer serves as a business and technical support resource, developing a deep understanding of the Advancement implementation and client-specific use cases. Responsibilities include troubleshooting, evaluating client inquiries, proposing solutions, and ensuring high client satisfaction through excellent service, ultimately supporting client engagement, retention, and upsell opportunities. Reporting to the Senior Director of Client Management and Client Support, this role involves working cross-functionally with various teams to resolve issues and create educational content to help clients avoid similar problems. The ideal candidate thrives in a fast-paced, innovative environment, demonstrating collaboration, critical thinking, emotional intelligence, and accountability. Requirements Salesforce Admin experience (minimum 2 years) Customer Support experience (Tier 1 or 2) with a proven ability to develop relationships 1-2 years of CRM or relational database experience Strong communication skills Excellent multi-tasking and organizational skills Primary Responsibilities Providing thoughtful customer service with organization and product knowledge Diagnosing issues, proposing solutions, and managing cases to resolution Identifying root causes and recommending preventative measures Supporting application incidents and patches Escalating complex issues appropriately Creating knowledge articles and videos based on support topics Documenting activities clearly and managing cases effectively Maintaining knowledge of Salesforce updates and supporting staff training Proactively anticipating client issues and preparing solutions Preferred Attributes Experience with Advancement/Fundraising software Support experience with Salesforce ISV Partners Ability to work non-standard hours for international time zones (e.g., Australia) Position Location Corporate Headquarters: ASU SkySong, Scottsdale, AZ Hybrid Office Policy: On-site Tuesday-Thursday Travel No travel required Affinaquest is an equal-opportunity employer. All applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. Salary: $60,000 - $75,000 #J-18808-Ljbffr