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Platform Support Analyst

Xactly

Xactly

Platform Support Analyst

National
Full Time
Paid
  • Responsibilities

    JOB DESCRIPTION

    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 the Platform Support Analyst at Xactly Corporation, you'll own the customer experience for some of our fastest growing products. You will work alongside multiple teams 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.

    At Xactly, we believe everyone has a unique story to tell, and these small differences between us have a big impact. When bright, diverse minds come together, we're challenged to think different ways, generate creative ideas, be more innovative, and take on new perspectives. Our customers come from different cultures and walks of life all around the world, and we believe our teams should reflect that to build strong and lasting relationships.

    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. Xactly Support is a global team with members in San Jose, Denver, Bangalore, Toronto and Australia. The team works closely to transfer knowledge and collaborate. This allows us to ensure we deliver quality support to our customers.

  • Qualifications

    THE SKILL SET

    • B.A./B.S in Computer Science, Engineering, Business Administration, or Information Systems
    • 2-4 years of hands on technical support for a product with complex integrations
    • 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 AQP terminology/concepts used by the Support Team to acclimate to the Support environment.
    • Understand Maps, Processes, Lookups, Database Tables
    • Understand AQP Data Structure

    WITHIN SIX MONTHS, YOU'LL

    • Take on AQP cases
    • Reproduce bugs and escalate to Engineering as needed.
    • SupportAQP Sanity and Maintenance Sanity
    • Reproduce issues for confirming AQP 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 AQP 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. 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.

  • Benefits
    • 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.

  • Industry
    Computer Software
  • About 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.