The company is looking to solve complex technical issues encountered by its customers in the petrochemical, nuclear, and high-risk industries, by providing effective software support and ensuring seamless customer experience.
Requirements
- Working knowledge of Windows Server, IIS, MS SQL Server
- Experience supporting web applications developed using .NET technology, REST APIs, and Entity Framework in both on-premises and SaaS environments, with a strong focus on Azure (preferred)
- Experience supporting modern SSO authentication methods such as OIDC (highly preferred)
- Experience supporting mobile native apps (Android/iOS/Windows) built on React, Electron, Node.js and similar technology (a plus)
- Practical experience in programming languages (C-Sharp, JavaScript), Postman, and BI Tools (a plus)
- Experience working with Help Desk, Jira, Confluence, and other ATR systems
- Experience with testing and debugging tools
Responsibilities
- Gather relevant information regarding software issues/challenges within the customer environment and assist in developing root cause analysis
- Utilize internal tracking system to meticulously log all customer issues with details
- Escalate complex problems through established tools and processes in accordance with defined SLA commitments
- Document user stories and requirements specifications to guide future product development
- Deliver customer support via phone and email in a highly professional and courteous manner
- Perform software installations and upgrades for clients, while effectively addressing environment related challenges
- Effectively diagnose customer issues and conduct comprehensive investigations
Other
- Act as the primary point of contact for assigned customers for their technical support requests
- Demonstrate strong analytical/testing skills with a proactive, solutions-oriented mindset
- Possess excellent verbal and written communication, organizational, and interpersonal skills
- Communicate with kindness, professionalism, and a positive attitude at all times
- Bachelor’s degree in computer science/related field or 2-3 years industry related experience
