Support Engineer

SoftwareOne

• Global contact for our internal/external customers providing Tier 2 Technical Support.
• Support development team in analysing issues
• Reproduce Tier 1/ 2 customer issues in the web portals, analyse root causes and report to Tier 3 / 4 team when required
• Use gained experience by working on support tickets to propose improvements to the web platform
• Supervising and reporting on the status and health of production application
• Collaborate with wider Marketplace Platform organisation to help mature product and service offerings
• Case management within defined SLAs, processes and quality levels.

• Bachelor Degree in Applied Computer Science or Technology(B.tech/BE/equivalent-any Steam)

• 2+ years of experience in 2nd / 3rd level support

  • Deep level debug using tools, logs and techniques.

  • Using 3rd party tools to interrogate application behaviour via API layers

  • Handling customer expectations

• Experience of ticketing systems, ticket lifecycles and ticket management a key requirement

• Experience working with APIs

  • Tools such as POSTMAN and advantage.

• Development experience is helpful

  • Prior experience in non compiled languages, such as Python.

• Knowledge of SAAS products and how users interact with them

  • Prior experience with e-commerce platforms an advantage.

• Ability to independently and creatively analyse problems and find adequate solutions

• Good communication and English skills are required, strong presentation and written documentation skills

• Prior experience in crafting and reviewing customer facing documents such as KB articles.

• Must be able to work in rotational Shifts (4PM – 1AM) - local time.

• Understanding of sales terminology 

• Some experience of using an ERP system is an advantage