Senior Technical Support Engineer

Creative Software
20 days ago
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12 Applied
Expires on: Nov 15 2024
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Ref.No 00005921

Description

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.

Skills
Good analytical skills
Good troubleshooting skills
Good communication skills: able to formulate/express ideas and solutions verbally/in writing in a structured and easy-to-understand manner
Industry Sector