System Engineer

As a Systems Support Engineer at our globally expanding team, you will be an integral part of a dedicated group focused on providing exceptional support for our cutting-edge real-time product. Your role will involve efficiently resolving technology and functional issues across all products, taking ownership of user problems, and following established processes to ensure timely resolutions. You will play a key role in maintaining our high standards of customer service and technical support. Your responsibilities will include providing first-tier phone and email support, proactively addressing user issues, adhering to support request processes, reporting critical business impact issues, escalating unresolved problems to the appropriate teams, and logging all calls in the ticketing system. You will also be responsible for keeping users and management informed during downtimes, expanding your knowledge of organizational software and hardware, troubleshooting customer issues, and preparing accurate reports. To excel in this role, you should have experience in customer support within an enterprise software environment, familiarity with Linux or UNIX administration, hands-on experience with web servers like Apache and databases such as SQL Server or MySQL, proficiency in scripting languages, and exposure to ticketing tools like Jira or Freshdesk. Additionally, you should be willing to work shifts, be on call, and put in extra hours when necessary. Strong communication skills, a fast learning ability, a collaborative approach to problem-solving, and a customer-focused mindset are essential for success in this position. Preferred qualifications include flexibility with rotational shifts, exposure to client sites, and experience in the financial services or banking industry. A bachelor's degree or equivalent combination of education and experience is required for this role. Join our team and be part of a category leader in Financial Crime Risk Management Systems. Our innovative approach to combating financial fraud using AI technology has earned global recognition, and we are looking for dedicated professionals to help us continue our mission of providing top-tier support to our valued clients.,