Art Technology and Software - Software Support Engineer - C/SQL

Key Responsibilities

• Provide telephone and on-site support for SmartVista software products
• Diagnose software issues, localize problem sources, and identify bugs
• Coordinate analysis and reproduction of client issues with cross-functional teams
• Install and configure SmartVista products and assist clients with software updates and maintenance
• Assist in creating and maintaining product documentation and installation instructions
• Participate in testing new releases and software updates
• Maintain and support the operational support environment
• Maintain thorough knowledge of client products and related documentation
• Contribute to building and updating the knowledge base and Q&A for SmartVista products
• Offer professional support to clients, effectively communicating issue details and logging incidents for resolution
• Monitor incident resolution progress and coordinate with resolver groups to meet SLA targets
• Review client request history to assess risks and inform internal teams
• Manage and update client environments for internal testing and verification, documenting updates on Confluence
• Proactively manage support cases to ensure SLA compliance
• Perform any additional duties as assigned
  

Requirements

• Strong understanding of support process cycles
• Excellent team coordination and communication skills
• Proactive problem-solving attitude
• Fair knowledge of SQL/PLSQL and C programming language
• Confident user of Unix/Linux operating systems
• Understanding of J2EE and WebLogic application servers
• Experience with Oracle database administration
• Basic knowledge of e-payments and card payment technologies
• Testing experience
  

Experience & Qualifications

• Minimum 3 years of experience in software development or support roles
• Solid experience in Oracle DB administration, SQL/PLSQL, Unix/Linux, and WebLogic
• Hands-on experience with ISO8583 messaging, card transaction processing, e-commerce, or mobile remittance systems
• Experience working with payment and card processing software
• College degree preferred; post-secondary technical credits in Oracle, Unix, or related fields a plus
• Fluent in written and spoken English