A Senior Software Support Engineer job has become available to play a crucial role in providing exceptional technical support to customers.
About the Senior Software Support Engineer Role: You will be responsible for responding promptly to customer inquiries, identifying root causes of software-related problems, and providing effective solutions. You will also have the opportunity to conduct technical enablement sessions on software products for both internal and external stakeholders.
Respond promptly to customer inquiries and technical issues related to the monitoring software product
Identify root causes of software-related problems reported by users and provide effective solutions or workarounds
Use remote support tools to access customers' systems and diagnose issues. Escalate complex or unresolved issues to higher levels of technical support or development teams
Prioritise customer satisfaction by actively listening to user feedback and going the extra mile to ensure their issues are resolved
Document support cases, issues, solutions, and frequently asked questions to build a knowledge base
Conduct technical enablement on product demo and proof of concept sessions on software product
Stay up-to-date with the latest features, updates, and technologies related to the software product
Work with engineering to replicate reported issues, communicate updates to customers, and ensure timely resolutions
Provide regular management reports on technical support performance and impact
The ideal candidate must have five years of experience in networking, including DNS, DHCP, TCP/IP, and routing. You will also have experience in implementing complex, multi-tier distributed software applications. Your excellent verbal communication, listening, and presentation skills will enable you to effectively interact with users of varying technical proficiency. To succeed in this role you must respond promptly to customer inquiries, identify root causes of software-related problems, and providing effective solutions. You will also have the opportunity to conduct technical enablement sessions on our software product for both internal and external stakeholders.
Strong experience providing technical support to customers. Good experience of networking such as DNS, DHCP, TCP/IP, and routing
Sound IT and critical infrastructure technical and application knowledge. Good experience in implementation of complex, multi-tier distributed software applications
Good hands-on experience in object-oriented design and application development using C, C++, Java, and Shell Scripting languages and programming. Good experience with real-time monitoring systems
Excellent verbal communication, listening and presentation skills in English and Mandarin as the candidate is required to work with Mandarin-speaking stakeholders
Good technical trouble-shooting and analytical skills
The scope of the offer, the size of the business, the freedom and autonomy to drive your career forward all add up to a great place to work.
If you have a successful track record in backend development, you can take your career forward with this exciting Senior Software Support Engineer role.
Apply today or e-mail me at Sarah.Nunis@robertwalters.com.my to discuss this new opportunity.
Do note that we will only be in touch if your application is shortlisted.
Agensi Pekerjaan Robert Walters Sdn Bhd Business Registration Number : 729828-T Licence Number : JTKSM 423C
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