Associate Technical Support Engineer

It’s fun to work in a company where people truly believe in what they’re doing!

At BlackLine, we’re committed to bringing passion and customer focus to the business of enterprise applications.

Since being founded in 2001, BlackLine has become a leading provider of cloud software that automates and controls the entire financial close process. Our vision is to modernize the finance and accounting function to enable greater operational effectiveness and agility, and we are committed to delivering innovative solutions and services to empower accounting and finance leaders around the world to achieve Modern Finance.

Being a best-in-class SaaS Company, we understand that bringing in new ideas and innovative technology is mission critical. At BlackLine we are always working with new, cutting edge technology that encourages our teams to learn something new and expand their creativity and technical skillset that will accelerate their careers.

Work, Play and Grow at BlackLine!

The Associate Technical Support Engineer, IT Employee Experience Team (India) is responsible for hands on delivery of the IT Employee Experience program focused on assisting end users with their IT needs. The Associate Technical Support Engineer will work directly with other members of the IT Employee Experience Team to ensure that any assigned issues are addressed in a timely manner and according to prescribed directives and solutions. This position is expected to maintain high levels of delivery and customer service without direct supervisory oversight due to the remote nature of the position. Where needed, the Associate Technical Support Engineer will escalate, as defined by the team processes, issues that are not able to be resolved in a timely manner in accordance with the team service levels. Additionally, this position will participate in global programs related to roll out of new end user equipment, new hires, terminations, upgrades, support of office infrastructure such as routers and switches etc.

• Provide on-site world class technology customer service to BlackLine’s employees in our India Development Center as well as remote support to employees in adjacent time zones.
• Maintain IT hardware and services, including Internet, remote access, telephony, messaging and conferencing, wired and wireless networks, printers and conference rooms.
• Partner with regional business units to support employee technology needs.
• Partner with systems & infrastructure to help deploy and support key employee technology systems.
• Partner with systems & infrastructure to help support and maintain office network gear such as A/V equipment, firewalls, routers and switches.
• In conjunction with IT Management, maintain awareness of tactical and strategic plans; provide support where needed.
• Ensure compliance with implemented policies & procedures for operational management of employee technology systems.
• Manage corporate servers, workstations, laptops, software, and end-user applications including installation, patching/updating, packaging/provisioning, and on-going user support.
• Foster service-oriented culture within the team and provide guidance and correction when needed.
• Provide IT support to local and remote end-users.
• Perform other duties as assigned.
  

• Technical degree
• 3 years’ experience in technology customer service.
• 1 year experience working with vendors, suppliers, and business units.
• Basic knowledge of Windows and MacOS, printers, and basic networking.
• Basic knowledge of supporting A/V equipment and systems.
• Expert experience collaborating with peers.
• Positive attitude and ability to remain flexible.
• Process orientation to ensure compliance with standardized processes.
• Expert technical experience with break fix .
• Basic knowledge of Windows desktop design and architecture.
• Must be able to act as a project team owner, technical team leader, and interact with Upper Management level leadership.
• Strong orientation toward customer service.
• Strong bias toward action.
• Ability to lift 25 lbs

• ITIL Certification desired
• Microsoft Certifications desired (e.g., MC Fundamentals, Associate, Expert)
• Apple Professional Certifications desired (e.g., ACMT, ACDT, ACTC, ACSA)
  

• A technology-based company with a sense of adventure and a vision for the future. Every door at BlackLine is open. Just bring your brains, your problem-solving skills, and be part of a winning team at the world’s most trusted name in Finance Automation!
• A culture that is kind, open, and accepting. It’s a place where people can embrace what makes them unique, and the mix of cultural backgrounds and varying interests cultivates diverse thought and perspectives.
• A culture where BlackLiner’s continued growth and learning is empowered. BlackLine offers a wide variety of professional development seminars and inclusive affinity groups to celebrate and support our diversity.

BlackLine is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, race, age, religious creed, national origin, physical or mental disability, ancestry, color, marital status, sexual orientation, military or veteran status, status as a victim of domestic violence, sexual assault or stalking, medical condition, genetic information, or any other protected class or category recognized by applicable equal employment opportunity or other similar laws.