[Hiring] Technical Product Support Consultant @Merative

Role Description

As a Technical Product Support Consultant, you thrive on solving complex technical challenges and delivering exceptional customer experiences. In this role, you'll serve as a trusted technical advisor, partnering with customers and cross-functional teams to investigate, resolve, and prevent issues across the Curam platform.

• Own and resolve complex customer issues from investigation through resolution.
• Deliver advanced technical support for Curam applications and related technologies.
• Act as an escalation point for critical customer concerns, partnering closely with Development, Product Management, and Release teams.
• Analyze logs, technical data, and application behavior to identify root causes and recommend solutions.
• Communicate clearly and proactively with customers, providing regular updates and managing expectations.
• Document troubleshooting steps, resolutions, and best practices to strengthen internal and customer knowledge.
• Drive continuous improvement by identifying opportunities to enhance support processes, tools, and customer outcomes.
• Continuously expand your expertise in Curam, cloud technologies, AI and enterprise application support.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• Experience with Java/JEE and technologies such as SQL, XML, XSL, and JavaScript.
• Knowledge of relational databases, including IBM Db2 and Oracle.
• Experience troubleshooting enterprise applications, analyzing logs, and debugging complex issues.
• Customer-facing support experience and a passion for delivering outstanding service.
• Understanding of software development lifecycles and Agile practices.
• Strong problem-solving, communication, and collaboration skills.
• Ability to manage multiple priorities with a high level of ownership and independence.
• Willingness to participate in on-call support rotations.

Requirements

• Experience with Curam.
• Knowledge of cloud platforms and architectures.
• Experience with WebSphere, WebLogic, or similar enterprise application servers.
• Familiarity with REST and SOAP services and integration troubleshooting.
• Exposure to modern development tools and frameworks, including React, Eclipse-based environments, and UML modeling tools.

Benefits

• Remote first / work from home culture.
• Flexible vacation to help you rest, recharge, and connect with loved ones.
• Paid leave benefits.
• Health, dental, and vision insurance.
• 401k retirement savings plan.
• Infertility benefits.
• Tuition reimbursement, life insurance, EAP – and more!