SW Support Engineer

The Software Support Engineer works in partnership with clients, identifying product bugs, advising them on how to use product technology, and changing configuration setups to meet their business objectives or overcome problems.

If you have technical knowledge, a customer-oriented mindset, and are ready to provide quick but quality solutions to satisfy customer's needs, take a closer look at the main responsibilities of this position:

• Delight customers by providing world-class technical support
• Enhance customer service by dealing with all incidents professionally
• Investigate issues (independently or with little help) reported by the customer and Identify product documentation issues, code issues, configuration issues, etc.
• Reproduce customer issues and test fixes within the company's lab
• Debug code to isolate issues
• Collaborate with other departments like Engineering, Professional Services, Sales, etc. to get the issue fixed and delivered to the customer promptly (within SLA)
• Follow the company's incident management process to track issues until closure
• Provide proactive updates to customers and other stakeholders until issue closure
• Keep incident lifecycle and status updated via bug tracking tool until closure
• Capture analysis and research so that it can be used as a knowledge article by other team members
• Manage multiple issues of differing stages of investigation and priority by understanding business impact and the sense of urgency required
• Escalate issues to management in case of roadblocks in resolution

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
• Software-related job experience (support/development)
• Good communication skills, both written and verbal
• Decision-making, and problem-solving skills
• Ability to multi-task, be focused, and be a self-starter
• Tact, diplomacy, and proactivity
• Analytical skills

Technical qualifications:

• Knowledge of Web Applications
• Java technologies and relational databases
• Customer support experience
• Knowledge of Tomcat, Webservices SOAP / REST
• A broad understanding of technology – both infrastructure and application

What you will get from us:

• Hybrid or remote model of work, 9 am to 5 pm shifts
• Work in a large, international team
• Advancement opportunities/Career development
• Possibility of conversion to a contract with a client with all of the benefits included

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

Only shortlisted candidates will be contacted. Good luck!