SW Support Engineer III

Ready to lead a team in the dynamic world of hospitality tech? We're looking for a savvy leader to drive top-tier support for our valued customers! From setting priorities to fostering innovation, you'll be at the helm of it all. If you've got the tech chops, leadership skills, and a passion for problem-solving, take a closer look at the position's main duties:

• Lead a team of employees that are responsible for providing world-class technical support to our Hospitality customers for a specific region or major accounts customer pod
• Implementing short & long-term Customer Support strategies, recognizing strategic opportunities and high pay-off activities that lead to success
• Setting the right priorities including quantitative and qualitative objectives for your team to drive effective day-to-day 24/7 technical customer support of software and hardware products, implementing quick and permanent solutions for customer issues
• Attracting, retaining, and developing needed talent to build world-class support, setting high standards for individual and team performance, and continuously raising the bar
• Operational responsibility for ensuring the team is properly staffed, and has the skills, techniques, tools, and processes to meet or exceed customer expectations
• Organizing training and development of the team, including team leads
  Identifying, defining, and implementing improvements to technical support processes, performance measurement, and cultural systems
• Developing and implementing best practices and standard operating procedures within assigned teams
• Gathering and analyzing data to drive in-depth root cause analysis and fact-based decision-making to ensure recurring customer issues are resolved effectively and devise a more proactive support experience
• Managing and effectively resolving high-profile customer escalations, ensuring regular status updates to the customer and internal stakeholders
• Creating a collaborative environment between the different support teams and working closely with the advanced technical team to continuously improve software and hardware products to prevent customer support issues
• Creating an environment that encourages innovation and recognizes both team and individual contributions while holding all team members accountable for their contributions to their goals and objectives
• Contributing to customer requests for proposals and assessing the feasibility of delivery. Understanding competitive pressures and addressing competitive opportunities
• Participating in special projects as assigned by leadership by performing duties relevant to the business operation that differ from the primary work duties and responsibilities
• Ensuring the required level of productivity, responsibility, team cohesion and work ethics
• Submitting daily/weekly/monthly reports to the manager
• Supporting less experienced colleagues in the Team through joint working, monitoring, coaching, training, direct feedback, and knowledge sharing

What we expect from you:

• Bachelor of Science or Master of Science degree in a discipline related to product technology - usually electrical, mechanical, computer engineering, or computer science
• Minimum of 6-8 years software-related job experience (support/development)
• Good communication skills, both written and verbal
• Leadership skills, decision-making, and problem-solving
• Ability to multi-task
• Tact, diplomacy, and proactivity

Technical qualifications:

• Core Java, J2EE, Spring boot, Microservices, React, AngularJS, JavaScript, and/or other web-based technology
• Knowledge about deployment, hosting, and upgrade of applications on the cloud with microservices architecture
• Experience working with databases like Cloud Postgres SQL, Oracle, and MSSQL.
• Exposure to log analysis and management tools on cloud e.g., ELK or EFK stack. Exposure to Dynatrace would be a plus
• Experience in cloud resources management and monitoring would be a plus
• A broad understanding of technology – both infrastructure and application
• Ability to create root cause analysis documents (corrective and preventive actions)

What you will get from us:

• Hybrid model of work, 9 am to 5 pm shifts
• Work in a large, international team
• Work in modernly equipped offices located in the heart of the business center in New Belgrade
• Advancement opportunities/Career development
• Possibility of conversion to a contract with a client with all of the benefits included

If you want to give yourself a try in the new role, apply with your CV in English and join us! 

Only shortlisted candidates will be contacted. Good luck!