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’ 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 Show more Show less