Software Support Engineer

Your specific responsibilities will include, but not limited to:

• Aim for Users, Customers & Partners satisfaction thanks to Superior Technical Expertise by answering requests, monitoring usage, listening to feedbacks and communicating improvements.
• End-to-End ownership and handling of customer requests from opening until closure ensuring customer satisfaction whilst promoting R&D Best Practices through interaction with customers/users. This includes internal stakeholder management.
• Be the Dedicated Technical Expert for selected Premium Customers to manage “Service Requests” & ensure our delegated Partners are delivering against their Support SLA on each Service Request.
• Manage production down situations for mission-critical systems: deliver best-in-class resolution plans and communicate according to Customer requirements (onsite intervention, cadenced remote operations, follow the sun operations).

Qualifications

• Equipped with Tertiary qualification, with a degree or professional Computer Science / Software Engineering / IT certifications.
• Strong understanding of OO Modeling (UML), 3GLs or 4GL with relevant domain/industry knowledge.
• Exposure to any broad technology and systems implementation for effective complex troubleshooting such as Databases (SQL server), Oracle, Network, Citrix, Integration or middleware tools, Performance troubleshooting, server-client architectures, or cloud hosting, is an added advantage.
• Highly self-motivated with good communication skills in English & strong logical/analytical thinking/troubleshooting mindset.

What’s in it for you

• Gain exposure to a wide variety and valuable industry experiences and IT technologies in the world of customer success, staying up-to-date with product or service offerings, industry trends, and customer needs.
• Develop interpersonal skills through interaction and cross-functional collaboration with different stakeholders, allowing you to refine your communication, empathy, and conflict resolution skills.
• Get surrounded by smart and fun colleagues for the best working experience and culture.
• Grow yourself and your career in a conducive and supportive environment with competitive compensation.