Overview
Software Support Engineer – Job Description
The Software Support Engineer plays a critical role within Global Products Operations & Support, ensuring the stability, performance, and reliability of our global product ecosystem. This role focuses on delivering highquality technical support, driving issue resolution, and collaborating with engineering teams to enhance customer experience and operational excellence.
Key Responsibilities
- Diagnose, troubleshoot, and resolve complex software issues across our global product landscape.
- Serve as a primary technical contact for internal stakeholders, partners, and customers.
- Reproduce and analyze issues in controlled environments; document root causes and recommend fixes.
- Collaborate closely with Product Engineering, QA, Cloud Ops, and DevOps to ensure seamless operations and fast resolution of critical incidents.
- Participate in incident and problem management processes, ensuring timely communication and high-quality documentation.
- Monitor application performance, availability, and infrastructure health to identify improvement opportunities.
- Support software releases, upgrades, and configuration changes across global environments.
- Contribute to knowledge base articles, troubleshooting guides, and operational documentation.
- Drive continuous improvement by identifying recurring issues and proposing longterm technical and process solutions.
Required Qualifications
- Bachelor's degree in Computer Science, Information Technology, Engineering, or related field, or equivalent handson experience.
- Strong technical troubleshooting skills with experience in distributed systems, APIs, and microservices.
- Hands-on experience analyzing logs, debugging issues, and using monitoring tools.
- Familiarity with scripting languages such as Python, PowerShell, or Bash.
- Understanding of cloud environments (Azure preferred).
- Excellent communication skills with ability to translate technical information for diverse audiences.
- Fluent in English (spoken and in writing)
Preferred Qualifications
- Experience in enterprise SaaS operations or global support organizations.
- Knowledge of ITIL disciplines including Incident, Problem, and Change Management.
- Experience with ticketing and service management tools such as ServiceNow or Jira.
- Background in DevOps, CI/CD, and automation practices.
Soft Skills
- Strong customerfirst mindset with empathy and patience.
- Ability to manage multiple priorities under pressure in a global operational environment.
- Collaborative team player with a high sense of ownership.
- Proactive and analytical approach to problemsolving.
