Software Support Engineer

Role & responsibilities

We are seeking a Software Support Engineer to join our dynamic team. The ideal candidate will provide technical assistance to customers, troubleshoot software issues, and ensure smooth operation of our applications. This role requires strong problem-solving skills, excellent communication, and the ability to work collaboratively with cross-functional teams.

Key Responsibilities

• Provide technical support to end-users via email, chat, and phone.
• Diagnose, troubleshoot, and resolve software application issues in a timely manner.
• Collaborate with development teams to escalate and resolve complex bugs.
• Document support cases, resolutions, and best practices in the knowledge base.
• Assist in software installations, upgrades, and configurations.
• Monitor system performance and proactively identify potential issues.
• Deliver training and guidance to customers on product usage.
• Participate in on-call rotations to provide after-hours support when required.

Preferred candidate profile

• Bachelors degree in computer science, Information Technology, or related field.
• 14 years of experience in software support or technical support engineering.
• Strong knowledge of operating systems (Windows/Linux) and databases (SQL, Oracle, MySQL).
• Familiarity with networking concepts (TCP/IP, DNS, VPN).
• Experience with ticketing systems
• Excellent problem-solving and analytical skills.
• Strong communication and customer service skills.
• Ability to work independently and in a team environment.

Preferred Qualifications

• Experience with cloud platforms
• Exposure to DevOps tools
• Prior experience in enterprise software support.

What We Offer

• Competitive salary and benefits package.
• Opportunities for career growth and professional development.
• Collaborative and innovative work environment.
• Exposure to cutting-edge technologies.