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Ivalua, a leading global provider of cloud-based procurement solutions founded in 2000, is seeking a Customer Application Engineer to join its RUN (technical customer support) department. This international team of ~50 experts supports customers post-implementation across EMEA, AMER, and APAC regions.
You will report to the RUN Manager and serve as the dedicated technical contact for 1–5 customer accounts, managing the maintenance and optimization of Ivalua's Buyer application (a SaaS Source-to-Pay software package). Your responsibilities span four key areas:
**Customer Relationship Management:** Act as the primary technical contact for customer administrators, conducting weekly prioritization meetings and monthly maintenance/improvement reviews with customers and integration partners. You will own customer satisfaction through technical expertise and attentive support.
**Maintenance & Troubleshooting:** Follow up on, qualify, and prioritize customer requests. Diagnose and resolve code and SQL issues, staying current with new syntax and query optimization techniques. Provide expert support leveraging C# .NET and SQL frameworks.
**Change Requests & Enhancements:** Analyze customer needs, deviations, and processes in collaboration with project engineers. Produce cost estimates, parameterize solutions, and develop custom code as needed.
**Upgrades & Solution Expertise:** Prepare upgrades (generic and specific code, parameters, tests), manage customer acceptance and production deployment, and support post-upgrade issue resolution. Participate in training, workshops, and provide feedback to R&D on customer needs.
Ivalua is a stable, cash-flow-positive, privately held company recognized for best leadership, diversity, career growth, and engineering excellence. The role offers a hybrid working model (3 days in office per week), professional development opportunities, and a collaborative, multicultural environment.
**Requirements:**
- Minimum 4 years of experience in L3/L4 Software Product Technical Support
- Developer experience in object-oriented languages (ideally C#) through projects, internships, or work-study
- Expert-level SQL skills (writing and query optimization)
- Technical support and customer management experience
- Preferred: BE/BTech or Master's degree in Computer Engineering, Computer Science, or related field; procurement domain knowledge is a plus
- Excellent written and verbal communication skills; comfort in multicultural environments
- Strong autonomy, priority management, and desire to develop customer relationship management capabilities
