Smart Data Solutions is looking for a Software Engineer, Support to investigate, diagnose, and resolve support tickets related to software functionality, system integrations, data discrepancies, production issues and performance issues. The role also involves guiding users through problem-solving steps, documenting resolutions, managing customer accounts, and interpreting customer business processes to recommend programmable solutions.
Requirements
- In-depth knowledge of Java SE & Java EE.
- Proficiency in working with relational databases (e.g., MySQL)
- Proficiency in Git and code collaboration platforms (e.g., GitHub, GitLab).
- Experience with cloud platforms like AWS, Google Cloud, or Azure.
- Proficiency in writing clean, maintainable, and efficient code.
- Deep knowledge of software integration, APIs, data migration, and system architecture.
- Experience with ticketing systems (JIRA, ServiceNow, Zendesk, Freshdesk, or similar)
Responsibilities
- Investigate, diagnose, and resolve support tickets related to software functionality, system integrations, data discrepancies, production issues and performance issues.
- Guide users through problem-solving steps for software configuration, connectivity, and troubleshooting.
- Document all ticket resolutions, technical solutions, and customer interactions in the ticketing system.
- Manage customer accounts to ensure processes are working as expected and identify potential problems.
- Understand and follow Smart Data Solutions’ (SDS) workflow and associated technical systems.
- Understand and follow all assigned customer workflows including import and export processes.
- Interpret customer business processes, analyze problems, and recommend programmable solutions.
Other
- 2+ year experience in a Technical Support or Support Engineering role
- Respond to support requests in a timely manner, ensuring first response and resolution times meet Service Level Agreements (SLAs).
- Provide clear, professional, and empathetic communication to customers regarding issue status and resolution steps.
- Educate users on best practices for using the software efficiently and securely.
- Gather customer feedback and collaborate with the Product team to improve software usability and stability.
