Software Support Engineer

Responsibilities:

• Take ownership of customer issues reported and see problems through to resolution
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Assign support tickets to the appropriate internal engineers
• Provide prompt and accurate feedback to customers
• Ensure proper recording and closure of all issues
• Prepare accurate and timely reports
• Document knowledge in the form of knowledge base tech notes and articles
• Follow the SLA for issues with respect to the severity.
• Collaborate with other team members and stakeholders.

Qualifications and Requirements:

• 4-7years&apos working experience as a Software Support Engineer or in a related technical support role.
• BSc in Computer Science or related field.
• Proven working experience in enterprise technical support, IT support or as a technical engineer
• In-depth knowledge in the product that the technician is supporting.
• Strong problem-solving skills
• Experience in understanding application logs. Experience in Kibana or Grafana Loki would be considered as an advantage.
• Knowledge in CRM software
• Knowledge in PHP Frameworks
• Knowledge in Python, PHP or Angular
• Knowledge in MySQL, MSSQL and MongoDB Queries.
• Ability to provide step-by-step technical help, both written and verbal
• Knowledge with Project Management Platforms Jira or ClickUp
• Excellent client-facing skills
• Excellent written and verbal communication skills