Position Summary:
As a Maintenance/Support Engineer, you will be responsible for ensuring the smooth operation and maintenance of our software products. You will provide technical support to our clients, troubleshoot issues, and collaborate with our development team to implement solutions. Your technical expertise, problem-solving skills, and commitment to customer service will be essential in maintaining the high standards of our software solutions.
Main Responsibility Areas:
· Provide first-line and second-line support to clients, resolving technical issues related to our software products. Respond to support tickets, emails, and phone calls in a timely and professional manner.
· Diagnose and resolve software issues, including bugs, performance problems, and integration errors. Use debugging tools and techniques to identify root causes and implement fixes.
· Perform regular maintenance tasks such as software updates, patches, and backups. Ensure that all systems are up-to-date and operating efficiently.
· Maintain clear and effective communication with clients throughout the support process. Provide status updates, explain technical issues in an understandable manner, and ensure client satisfaction.
· Create and update technical documentation, including support guides, FAQs, and troubleshooting manuals. Ensure that documentation is clear, accurate, and accessible to clients and team members.
· Work closely with the development and QA teams to report bugs, suggest improvements, and test solutions. Participate in regular team meetings and contribute to knowledge sharing.
Use monitoring tools to proactively identify and address potential issues before they impact clients. Implement and maintain monitoring systems to ensure the reliability of our software.
· Stay updated with industry trends, new technologies, and best practices in software maintenance and support. Contribute to the continuous improvement of our support processes and tools.
Key Skills & Competencies:
· Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field. Relevant certifications (e.g., ITIL, CompTIA) are a plus.
· Proficiency in software implementation, system integration, and technical support. Familiarity with programming languages (e.g., Java, Python, SQL), APIs, and data integration tools.
· Proficiency in troubleshooting software issues, using debugging tools, and performing system maintenance. Knowledge of programming languages (e.g., Java, Python), databases (e.g., SQL), and operating systems (e.g., Windows, Linux).
· Excellent verbal and written communication skills. Ability to convey technical information to non-technical audiences clearly and concisely.
· Strong analytical and problem-solving abilities. Ability to diagnose and resolve complex technical issues efficiently.
· Demonstrated ability to provide exceptional customer service. A client-focused approach with a commitment to resolving issues promptly and effectively.
· Ability to work effectively as part of a team and collaborate with cross-functional teams. Strong interpersonal skills and a positive attitude.
· Ability to handle multiple tasks and prioritize effectively in a fast-paced environment. Flexibility to work outside regular business hours if required.
Work Experience Requirements:
· 2+ years of experience in a technical support or maintenance role within the software industry.
· Proven experience managing projects from inception to completion. Strong organizational skills and attention to detail.
Job Type: Full-time
Pay: $10,477.07 - $42,659.39 per month
Work Location: Remote
