MathWorks has a hybrid work model that enables staff members to split their time between office and home. The hybrid model provides the advantage of having both in-person time with colleagues and flexible at-home life optimizations. Learn More: https://www.mathworks.com/company/jobs/resources/applying-and-interviewing.html#onboarding.
This position will be interacting heavily with Customers, as well as our Sales and Customer Success groups, by playing a key role in the configuration and implementation of our company and university wide license option within their environment.
In addition to the account based support, you will assist with internal escalations for customer configuration issues related to some of our advanced product families, such as our Parallel Computing products used in local customer clusters and the cloud environment.
This individual will also be required to understand and perform all aspects of the Installation and Licensing Technician position related to the normal day-to-day requests of MathWorks customers. In this position, you will be supporting our customers via phone, email, and web.
The Installation and Licensing Technician must have working knowledge of Windows, Linux, and Mac operating systems and the aptitude to learn our software license manager (FlexNet) and licensing model. Daily responsibilities will include: troubleshooting and resolving customers' installation, configuration and license management issues, and explaining our licensing model.
MathWorks nurtures growth, appreciates diversity, encourages initiative, values teamwork, shares success, and rewards excellence.
Responsibilities
- Work closely with customer accounts to ensure required technical configurations are executed properly and timely.
- Integrate customer feedback through regular interactions, customer satisfaction surveys and feedback from customer-facing colleagues to evolve and continuously improve implementation materials, tools, and processes.
- Collaborate closely in a cross functional environment with Sales, Customer Success, Advanced Support, and Business Model teams to align processes related to Technical Onboarding, Transition, and Reconciliation.
- Resolve technical questions and issues related to License Management, Product Startup/Configuration, and Software Deployment of Enterprise and Campus-Wide Licenses. Coordinate with Development and Advanced Support teams as necessary.
- Support current and future Single Sign-On based Identify Management workflows. Identify any technical gaps based on alternative Identity solutions and report bugs/enhancements to development.
Qualifications
- Bachelors in IT or Computer Science
- 3-5 years of IT Support or Technical Support experience
- Working knowledge of Linux, Windows, Mac, Networking, and knowledge of License Management
- Demonstrated problem solving skills
- Strong organizational skills
- Excellent judgment and decision making skills
- Follow through on tasks to completion
- Ability to identify and implement process and policy improvements
- Strong Customer Service Skills
In addition to the above duties and responsibilities, the job holder is required to perform other duties assigned by their manager from time to time.
Required Qualifications
- A bachelor's degree and 3 years of professional work experience (or equivalent experience) is required.