Software Support Engineer

Job Description

Primary Responsibilities: Technical Support & Issue Resolution Provide advanced technical support for software applications to clients and internal teams. Troubleshoot, analyze, and resolve complex software issues or bugs. Coordinate with development teams to escalate and resolve critical issues. Client Interaction & Communication Serve as a point of contact for escalated support requests from customers. Communicate solutions clearly to both technical and non-technical stakeholders. Maintain regular follow-ups to ensure client satisfaction and issue resolution. System Monitoring & Maintenance Monitor application performance and system health. Identify potential system issues proactively and apply preventive measures. Documentation Create and maintain documentation for support procedures, FAQs, and troubleshooting guides. Document technical knowledge in the form of notes and manuals for internal use. Collaboration Work closely with cross-functional teams including QA, development, and product management. Provide feedback to the development team on recurring issues or user experience improvements. Mentoring & Guidance Assist and mentor junior support engineers. Provide training and share best practices within the support team. Process Improvement Recommend and implement process improvements for the support function. Help improve support tools and automate repetitive tasks where possible. UAT & Deployment Support Assist with user acceptance testing (UAT) and software deployments. Ensure a smooth transition of updates and new releases to production environments. Reporting & Metrics Track and report on support KPIs like ticket resolution time, issue trends, and customer satisfaction. Use data to identify areas for improvement. Show more Show less