Technical Support Engineer

Educational Background:
Minimum Bachelor’s degree/ Master’s Degree in computer or software related field

Work Experience:
Minimum One or more year of experience in related field

• Provide prompt and effective technical support to clients via phone, email, and chat.
• Diagnose and resolve software issues, including bugs, performance problems, and user errors.
• Maintain a high level of customer satisfaction by addressing client needs and ensuring timely resolution of issues.
• Manage, maintain, and troubleshoot SQL Server databases, ensuring data integrity, performance, and security.
• Administer and support web servers, with a preference for experience in Internet Information Services (IIS).
• Create and update support documentation, FAQs, and user guides to assist clients in resolving common issues.
• Conduct training sessions for clients to help them understand and effectively use our software products.
• Work closely with the development team to communicate issues, provide feedback, and suggest improvements to the software.
• Track and document support requests, resolutions, and any trends in software issues.
• Utilize ticketing portals to manage and resolve support requests, ensuring timely follow-up and resolution.
• Utilize Jira for issue tracking and Confluence for documentation and collaboration within the team.

• Prior experience in a technical support role or similar technical position
• Proficiency in various software applications, operating systems, databases, and networking
• Strong expertise in managing SQL Server databases
• Experience with web server administration, preferably IIS.
• Familiarity with ticketing systems for support request management.
• Knowledge of Jira for tracking issues and Confluence for documentation.
• Excellent verbal and written communication skills with the ability to explain complex technical issues to non-technical users.
• Strong analytical and troubleshooting capabilities.
• A commitment to providing exceptional customer service.
• Ability to collaborate effectively with other departments.

• A career-oriented position in a rapidly growing company
• Opportunity to work with multinational clients in an international environment
• Be a part of an international team
• Opportunities to further develop your skills by participating in company sponsored internal or external technical courses