JOB DESCRIPTION

Job Title: Platform Support Analyst

Location: Field-US

Function: Customer Support

Position Type: Full Time

Position Level: Experienced

Xactly Corporation was founded to solve an important challenge: how to help people everywhere connect and unleash their human potential. Xactly delivers a first-of-its-kind, end-to-end Intelligent Revenue Platform that enables businesses to accelerate the digital transformation of their revenue operations (RevOps). Xactly pairs rich empirical data and purpose-built AI capabilities in one platform to advance the quality and scope of data-driven decision making through the revenue lifecycle. Xactly empowers growing enterprises to effectively manage their revenue generation. Xactly's Intelligent Revenue Platform carries organizations through the full Revenue lifecycle by focusing on planning, territory and quota, incentives, and pipeline management and forecasting from initial strategy development through execution and prioritization of all aspects of revenue optimization. Harnessing the power of AI, Xactly's scalable, cloud-based platform combines great software with the industry's most comprehensive 16-year data set to give customers the trusted insights they need to improve sales performance and grow revenue.

THE OPPORTUNITY

As the Platform Support Analyst at Xactly Corporation, you'll own the customer experience for some of our fastest growing products. You will work alongside a small team to understand and solve complex problems and create solutions that build customer confidence. You will master the technical elements of our software and apply that knowledge to enhance our processes for delivering world class support. You'll collaborate with Product, Customer Success, and Professional Services to build proactive workflows and keep the customer at the center of all we do.

THE TEAM

Xactly's Platform Support team is a tight-knit and growing team. The team is charged with troubleshooting Platform issues that customers may have. Although this work will require behind the scenes investigation you will need to be a front-line guru for the Platform. It's a global team with members in 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.

THE SKILL SET

• B.A./B.S in Computer Science, Engineering, Business Administration, or Information Systems
• 2-4 years of experience working with integrations/ETL, including data integration experience
• Strong problem-solving skills and analytical skills
• Strong SQL experience including query optimization
• Ability to present solutions to both technical and non-technical people
• Experience using SQL Server Management Studio

WITHIN ONE MONTH, YOU'LL

• Explore tools
• Start working with senior resources to understand the concepts
• Familiarize with SQL Developer
• Communication training
• Connect to development servers and FTP via production environment and outside
• Execute the code against Production, Staging databases

WITHIN THREE MONTHS, YOU'LL

• Starting working on Level_1 support issues
• Data format issues
• Start Troubleshooting Process queries
• Check what processes are running at a given time and kill processes as needed
• Execute scripts from the backend
• Get familiar with OSM terminology/concepts used by the Support Team to acclimate to the Support environment.
• Understand Maps, Processes, Lookups, Database Tables
• Understand OSM Data Structure

WITHIN SIX MONTHS, YOU'LL

• Take on OSM cases
• Reproduce bugs and escalate to Engineering as needed.
• SupportAQP Sanity and Maintenance Sanity
• Reproduce issues for confirming OSM Bugs.
• Make minor script/map/process changes to fix customer issues.

WITHIN TWELVE MONTHS, YOU'LL

• Execute the code against Production and Staging
• Execute scripts from the backend
• Be proficient in Quota Upload Process
• Be proficient in Forms Process
• Reduce dependency on OSM Team
• Understand Database architecture
• Execute and partner successfully on Sev Level I, II, III type casework with customers independently.
• Troubleshoot Form query issues
• Use Server Debug efficiently to track down and resolve issues

Is this role not an exact fit for you? Keep an eye on our Careers Page for other positions!

Final pay determinations, salary ranges and pay increases are established by the employer. The ranges are an estimate based on potential employee qualifications, operational needs, and other considerations permitted by law. They are based upon a combination of local industry benchmarks, budget, experience, and internal comparisons. Salary ranges allow for growth opportunities as the employee develops new skills, and/or hones current skills.

Salary range: $59,700 - $74,600 annual base salary + semi annual bonus

BENEFITS & PERKS

• Flexible Time Off (FTO)
• Comprehensive Insurance Coverage (including pet insurance!)
• Tuition Reimbursement
• XactlyFit Gym/Fitness Program Reimbursement
• Kitchen Stocked Daily with Tasty Snacks, Fruit, and Drinks
• Access to Corporate Discounts
• Up to (3) Days Paid Leave to Participate in Community & Volunteer Opportunities
• End of Month Surprises, Contests, BBQs, Parties & Reward Vacations
• 401(k) Retirement Savings Plan & Employer Match
• Periodic Massages
• Generous Employee Referral Program
• Relocation Assistance through Preferred Partner
• Full access to Grokker, our health engagement and employee wellbeing platform

THE XACTLY STORY

Xactly is a leading provider of enterprise-class, cloud-based, incentive compensation solutions for employee and sales performance management. We achieve this by following our vision: Unleashing human potential to maximize company performance. We address a critical business need: to incentivize employees and align their behaviors with company goals. Our solutions allow organizations to make better strategic decisions, optimize behaviors, increase sales and employee performance, improve margins, increase operational efficiencies, mitigate risk, design better incentive compensation plans, and reduce error rates in incentive compensation calculations. Our core values of Customer Focus | Accountability | Respect | Excellence are key to our success, and each day we're committed to upholding them by delivering the best we can to our customers.

We were the first 100% cloud-based, multi-tenant provider focusing solely on the incentive compensation and employee and sales performance management market, and we achieved our leadership position through domain expertise and innovative technology. We deliver our solutions through a Software-as-a-Service (SaaS) business model. Xactly is proud to be an Equal Opportunity Employer. Xactly provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law. This means we believe in celebrating diversity and creating an inclusive workplace environment, where everyone feels valued, heard, and has a sense of belonging. By doing this, everyone in the Xactly family has the power to make a difference and unleash their full potential..

We do not accept resumes from agencies, headhunters, or other suppliers who have not signed a formal agreement with us.

Xactly delivers a scalable, cloud-based enterprise platform for planning and incentivizing sales organizations, including sales quota and territory planning, and predictive analytics. Using this powerful sales performance management (SPM) portfolio, customers mitigate risk, accelerate sales performance, and increase business agility.