As a Tech Support Engineer, your role plays an important part in the delivery of our product to our new and existing customers.
You will be learning how to configure and deploy our product to suit each customer's needs and you will be responsible for ensuring that elements of the product suite are configured flawlessly.
You will be involved in troubleshooting and resolving customer incidents in production, test, UAT and demo environments.
You will have the opportunity to learn and grow in an agile environment.
You will work to resolve customer reported incidents
You will review and implement client requests for custom technical configuration of their recognition solution
You will review and implement requests for technical configuration in custom demo environments
You will be processing customer data in test and production environments
You will work with internal teams (Development, Systems, DevOps and DBAs) to resolve issues related to software applications running in the SaaS platform
You will provide Root Cause Analysis for critical issues
You will take ownership of incidents through to resolution, including accurate documentation, as well as communication with customers and / or internal teams
You will work on initiatives relating to automation of technical configurations tasks
You will accurately document solutions and create knowledge base articles to help customers and internal teams resolve issues fast
3+ Years Experience in the IT industry
Previous Experience in Software / software support is a must
Strong analytical, problem solving and troubleshooting skills
Strong SQL Skills with the ability to write SQL queries in order to troubleshoot complex issues
Solid experience and understanding in the following technologies : Core C#, ASP.Net MVC, NUnit and Moq, LINQ, NHibernate or Entity Framework, Spring.
Net, Continuous Integration, JQuery, CSS, AJAX
Good Working knowledge of Database technologies
Ability to communicate clearly with customers and internal teams (both technical and nontechnical audiences)
Ability and willingness to learn new technologies in a fast-paced environment
Adaptable, flexible with proven experience of delivering quality solutions in a fast-moving business environment
Ability to manage multiple incidents simultaneously and prioritise in line with defines SLAs
Demonstrated attention to detail as well as ability to take initiative and follow through on commitments made to customers / internal teams
Good understanding of Online Services, Internet-Based systems and SaaS applications