About Us:
Our client is charging into the Industrial IoT revolution, building on our heritage of invention and deep, on-the-ground industry expertise. They are the leading industrial disruptor, building and connecting software solutions to streamline and centralize the assets, people and processes that help our customers make smarter, more accurate business decisions. Moving at the speed of software, we are creating, innovating, and delivering solutions fast, challenging the way things have always been done, piloting new ways for all of us to work, and expecting our successes to set new standards for our customers and for our Client.
Position Summary:
The Connected Logistics Technical Support Professional is responsible for analyzing and solving complex technology platform related problems, primarily in the area of mobile applications and cloud technology. This position serves as an interface between external stakeholders and internal departments, ensuring that their technical issues, concerns, and questions are being addressed and new product introduction projects are successful. The role may include additional responsibilities such as systems administration, as well as developing, coaching, and monitoring technical support operations and staff.
Key Roles:
- Provide prompt and courteous technical support with a focus on high quality, accuracy, responsiveness, and customer satisfaction while documenting and recording all activity according to departmental standards
- Provide 24/7 on-call support as required to handle emergency escalations for business-critical concerns
- Understand standard and customized software solutions, customer business processes, and industry regulations and legislations that drive the software life cycle
- Analyze errors and defects from different sources/points of failures (mobile device, warehouse system, inventory system, cloud, inbound and outbound adapters, backend, firewall) through incident and problem management
- Troubleshoot, research, and replicate issues end to end in an environment of distributed systems including mobile devices, clouds, external repositories, and customer systems
- Provide workaround to issues with varying degrees of complexities and priorities
- Escalate incidents further into other technical departments (Development, Product Management, Engineering)
- Monitor and manage events triggered by system alerts
- Propose, improve, and publish knowledge management articles to continuously build and improve knowledge base
You Must Have:
- Bachelor’s degree in computer science, information technology, engineering, or any related field preferred
- A major, certificate(s) or in-depth experience in technical support
- 2+ years’ working in a software support function required
- 1+ years’ experience in a SaaS (Software as a Service) business
We Value:
- Advanced troubleshooting skills
- Strong analytical and problem-solving skills
- ITIL V4 Foundation certification
- AWS Certified Cloud Practitioner certification or any related certifications in cloud computing platforms
- Familiar with ERP, ticketing, and knowledge management systems
- Knowledge in technologies / tools
- Java
- Python
- Application and system monitoring tools
- Payload and message reprocessing tools
- Basic understanding of distributed systems, SaaS, cloud computing, and AWS Services
- Excellent written and verbal communications skills in English language
- Strong change agent capabilities
- Experience working with global teams in a complex matrix organization
- Readiness to work in foreign business hours, for example, Central European Time (CET)
Life at Orion Europe
Orion offers an immersive, energetic work environment where employees can innovate. We encourage you to join us at one of our locations in Serbia, Türkiye, Romania and Lithuania.
Work Environment
Orion is a leading digital transformation and product development services firm. In Europe we have delivery locations around Belgrade, Istanbul, Bucharest and Vilnius. Our teams are focused on digital product development for major global companies and unicorn start-ups. Our engineers are immersed with our clients to deliver innovative and distrupted products.
Orion values creating a productive, diverse work environment for employees. We are committed to maintaining a positive work environment where employees value traits that make each one of us different from one another. We all bring a diverse set of perspectives, work and life experiences, and our differences make us more valuable both internally and for our clients.
Growth Potential
Orion is a great place to develop your career, no matter what role you start in. Throughout Europe, most of our roles offer experience in Automotive, Information & Communication Technologies (ICT), Financial Services & FinTech, Healthcare, and Industrial & Consumer Products, so there are multiple industries where you can make an impact.
Education Programs
Orion offers various educational opportunities, including Power BI training with our partner, Microsoft. We also have training programs across Quality Assurance, Software Engineering with languages such as C/C++, Java, Python, PHP, and JavaScript.
Specifically, we offer these training programs, internships and Robotics opportunities through joint programs with universities and engineering colleges.
Employee Benefits
- Vacation Time
- Family Benefits
- Medical Insurance
- Competitive Salaries
- Sick Leave
- Training Programs
- Flexible Hours
- Material incentives and assistance; and more.
