We have an excellent new opportunity to be part of our Business Applications team as a Staff Technical Support Engineer based in Hungary.

The key purpose of the role will be to perform diagnosis, troubleshooting, and resolution of complex customer issues on a range of software products and subsystems, to ensure the highest possible level of customer satisfaction at all times. This business team looks after all contact center interactions excluding voice, so this will cover, email, chat, social media, and digital messaging.

You will be joining an international company, working within a global team but you will have the local feel of a start-up organization. 

Key Responsibilities:

• Attempt to isolate, reproduce and resolve problems using available systems and tools, and investigate potential workarounds for verified defects.
• Maintain the customer incident tracking system (Salesforce) with regular updates and resolution details. Information to include symptoms, diagnosis, actions, and all relevant data.
• Participate in the creation of Knowledge Base articles, solutions, and other related support collateral.
• To be the escalation support interface with customers and partners when necessary and to ensure that the company is always represented most positively.
• To interface with Subject Matter Experts, where the problem cannot be resolved at a frontline support level.
• To help set the correct problem resolution expectations and to provide timely progress reports to the appropriate levels of the support organization.
• Participate in a shift and ‘on-call’ roster as necessary, to provide support coverage outside of standard business hours.
• Perform other related support duties, as required by the company.
• Attend training courses to sustain/enhance product knowledge and work by the policies and procedures outlined within the quality assurance documentation.

To succeed in this role, the candidate will need to be able to demonstrate the following skills:

• Good interpersonal and communication skills, both orally and written
• Excellent problem determination and problem-solving skills
• Must be able to cope under pressure and work to stringent timelines
• Have a technical background by the requirements set out below

What you will bring

Education:

BA or BS in Computer Science or Engineering, or related technical fields

Prior work experience:

5+ years of software technical support and/or development, or other relevant experience

Specialized skills and knowledge:

• Operating systems: Windows and Linux (CentOS)
• TCP/IP Networking (routing, firewalls, proxy/reverse proxy)
• Understanding of virtualization, containers, and container management (OpenShift, Kubernetes)
• Web servers and proxies (IIS, Tomcat, Jetty, Nginx), HTTP, REST
• Databases: MS SQL, Oracle, PostgreSQL, Cassandra, Redis

Experience in the following areas would be a plus:

• Cloud-based software support (AWS, Azure, GCP)
• DOM and ability to trace browser client-side logs
• Programming knowledge and experience (Java, JavaScript, node.js, Python, C++)
• CRM knowledge: Siebel, SAP, Salesforce, etc.

Languages:

Fluent English

APPLY HERE