Founded in 1999, Creative Software is a global technology enabler and pioneer in Sri Lanka’s tech industry. We manage teams of high-performing, dedicated software engineers for our global clientele, providing them with end-to-end software development and maintenance services through team augmentation.
We are looking for a talented software professional to join our Research and Development Centre in Colombo and be a part of our team working with one of Europe’s leading solution providers for e-Contract management.
It’s ideal if you are with:
· A bachelor’s degree in Computer Science, Engineering or an equivalent qualification.
· Minimum 4 years' experience working in a technical support role preferably working directly with foreign clients.
· Good troubleshooting skills: asking targeted questions, making use of available resources and documentation, reproducing where possible.
· Good analytical skills: analyze given information and situations and take appropriate action.
· Good communication skills: able to formulate/express ideas and solutions verbally/in writing in a structured and easy-to-understand manner.
· Experience in programming languages (Python / Javascript).
· Basic knowledge of Cloud Platform (Azure /GCP).
· Knowledge in SQL and version control systems such as Git.
· Familiarity with SAAS applications.
· Able to read and analyze application logs.
· Fluent in English (written and spoken).
· Having a Data engineering/ Data science background would be beneficial.
It’s ideal if your expertise is to:
· Handle all incoming customer inquiries related to all client products/applications within set KPIs.
· Troubleshoot (complex) technical issues, and where possible provide workarounds for users.
· Serve as an escalation point for team members.
· Serve as an escalation point (Premier Support) for top customers to resolve their issues.
· Drive bi-weekly/monthly customer meetings - discuss ticket and SLA statistics, and ticket updates.
· Responsible for escalations to Product and Engineering Managers.
· Drive weekly meetings with Product and Engineering team - Ensure all critical issues are addressed and escalations are handled.
· Overall awareness of on-going issues (especially critical).
· Be able to step in and take ownership of issues when required.
· Take ownership of tasks and handovers from Product teams.
· Be a Subject Matter Expert in (more than) one product or knowledge area, create and maintain knowledge base articles.
· Keep the knowledge of customer environment up to date on an ongoing basis (releases, product developments).
· Work on a 24/7 shift rotation.
What we offer:
Our careers offer a flexible working environment, attractive remuneration, and a place to grow and flourish. You will be amongst peers at the top of their game, allowing you to sharpen your skills in an inclusive culture. We offer a variety of spaces that support their work-life balance and integrate wellness into our workplace experience, which includes a recreation zone and gym.