The Software Support Engineer is responsible for providing technical assistance and support for software applications used internally or by customers. This role involves diagnosing and resolving software issues, collaborating with development teams, and ensuring high-quality service delivery to maintain system reliability and user satisfaction.
Requirements
- Experience with scripting languages such as Python, Bash, or PowerShell for automation and task management.
- Experience with APIs.
- Familiarity with containerization technologies like Docker and orchestration tools like Kubernetes.
- Experience with operating systems (Windows, Linux) and web technologies.
- Strong understanding and hands-on experience with at least one major cloud platform (AWS, Microsoft Azure, or Google Cloud Platform).
- Familiarity with ITIL practices and ticketing systems (e.g., Zendesk, Azure DevOps).
- Knowledge of CI/CD pipelines and DevOps practices.
Responsibilities
- Troubleshoot and resolve software issues reported by users or internal teams.
- Analyze logs, replicate problems, and identify root causes.
- Collaborate with software developers to escalate and resolve complex bugs.
- Provide timely updates and solutions to stakeholders and customers.
- Document support processes, known issues, and resolutions in a knowledge base.
- Participate in software testing, validation, and deployment support.
- Monitor system performance and proactively identify potential issues.
Other
- 2+ years of experience in software support or technical troubleshooting.
- Strong analytical and problem-solving skills.
- A strong customer-centric approach with a passion for delivering outstanding support.
- Excellent communication and interpersonal abilities.
- Ability to manage multiple tasks and prioritize effectively.
