Support engineer

Descripción del cargo

What We Are Seeking
As a Support Engineer, you will provide technical assistance to large enterprise customers who rely on our platform. Your role includes diagnosing and resolving complex software issues, ensuring seamless integrations, and supporting customer-specific implementations. To excel in this position, you must combine strong technical expertise with agility and a customer-centric mindset, delivering high-quality solutions while keeping the customer and end-user experience as the top priority.

Tasks & Responsibilities
Understand, troubleshoot, analyse, and resolve software issues reported by clients and/or staff
Apply and utilize knowledge gained from industry/product expertise and technical understanding to quickly identify issues and render solutions
Always provide an outstanding customer experience by being in contact with customers and provide timely and effective updates.
Work with Engineering and QA to develop and implement fixes.
Create case summaries, root cause analysis and documentation.
Assists with installation, setup, configuration, and troubleshooting of software products.
Evaluate customer specific flows and processes
Detect and solve common identified mistakes over the implemented (productive) modules of customer
Provide on-going support for product and functionality definitions

Requirements:
Bachelor’s degree in Systems Engineering, Computer Science, or related field (Electronic Engineering acceptable).
Basic proficiency in .NET, SQL, HTML, and JavaScript — must be able to read and understand code. MANDATORY
2–5 years of experience supporting Enterprise Software customers as part of a Customer-Oriented R&D team or highest-tier support.
2–5 years of experience analyzing, developing, and improving processes by creating technological solutions for customers or internal stakeholders.
Advanced English level (B2–C1) is mandatory
Knowledge of Azure or AWS (Nice to Have) — general understanding of how the environments work, their components, and overall cloud operation.
Exceptional proactivity and strong analytical thinking skills.
Experience working with global and distributed teams.
Willing and able to participate in a global 24/7 support rotation.
Strong team player with a collaborative mindset.
Consistently focused on preventing issues from reoccurring (problem-prevention mindset).
Clear and effective written and oral communication.

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