Senior Software Support Engineer
длъжност на пълно работно време

Senior Software Support Engineer

София длъжност на пълно работно време

Описание на позицията

Their unique features:
• It is a world leading company that creates its own products
• “Open up. Create more.” is a mindset for them
• “What would handwriting be once you take it digital” they ask. What about you to become a part of their team and help them built a more creative world

Our new team member will have a key role in defining and executing robust and client-oriented support processes. They will participate in establishing structured processes and tools designed to support WILL SDK (developers support), mobile applications support and ad hoc design of B2B customers support process and agreements.

Your tasks:
You will participate hands on in 2nd / 3rd level software support by:
• Liaising directly with customers or 1st/2nd level support engineers
• Assessment, filtering and triage of software incidents/information requests – assigning them to appropriate engineering groups
• Directly solve information requests leveraging internal documentation and knowledge
• Building and facilitate the building of knowledge base and CMDB
• End to end analysis of integrated systems and applications which include mobile applications, web and cloud
• Provide recommendation for the improvement of operational aspects and the supportability of software applications (logs, monitoring tools, scripts etc.)
• SLA and KPI management and reporting
• Liaise with engineering and product management for complex information requests and change requests

• 2 years of experience at 2ndor 3rd level support
• 1 year of software development experience or significant side experience in development (own projects in mobile and/or web)
• At least 1.5 years of experience with at least two of the following technologies
(as hands on support engineer, DevOps or software developer):
- Android, iOS or Windows mobile apps
- MS Azure
- Web servers/applications
• Excellent written and spoken English
• If you have experience with Jira service desk and/or other enterprise grade service management system (Tivoli, ServiceNow etc.) it will be awesome

For more information, please contact

We thank all interested applicants, but we will only contact a short list of them! All applications are confidential. JobTiger is a Bulgarian online job board and licensed recruiting company (License No.1604, 07.06.2013 - 07.06.2018).