Software Support Engineer

Responsibilities & Context

Research and identify solutions to software, database, and application issues.

Take ownership of customer-reported issues and ensure resolution within SLA.

Ask targeted questions to understand the root cause of problems quickly.

Track and resolve computer system issues.

Guide clients through troubleshooting steps via phone, email, or chat.

Escalate unresolved issues to appropriate stakeholders.

Provide prompt and accurate feedback to customers.

Refer to internal or external resources for accurate technical solutions.

Ensure thorough documentation of all issues.

Prioritize and manage multiple open issues simultaneously.

Document technical knowledge and maintain manuals.

Deploy new software releases on test and production environments.

Maintain positive relationships with clients and end-users.

Work flexible shifts to accommodate global time zones, including approximately 1 week of night shifts per month.

Compensation & Other Benefits

Performance bonus.

Weekly 2 holidays (Saturday-Sunday).

Lunch Facilities: Partially Subsidize.

Salary Review: Yearly.

Medical Benefits (Only Employee).

Festival Bonus: 3 (Yearly).

Facilities for skill development.

Sponsorship for professional certification