Software Support Service Engineer

Confidential Company

Validate and manage incoming customer inquiries within response SLAs.

Investigate and resolve incidents and defects, aiming for first-time resolution.

Perform first-line remediation activities, such as user creation and password reset.

Drive tickets to resolution within agreed SLAs.

Create and update problem records and knowledge management articles in English.

Support customers in monitoring technical operations and performance.

Collaborate with other support tiers to resolve trouble tickets within SLAs.

Escalate and re-prioritize tickets based on customer requests or possible SLA violations.

Resolve tickets with final resolution statements in English.

Coordinate with other support desks or application management teams.

Act as the main interface between customers and internal organization.

Administer application accounts, users, and security.

Monitor application performance and optimize where possible.

Diagnose and resolve application problems or escalate as needed.

Update and patch applications, modules, and interfaces.

Identify security issues and improve policies and measures.

Handle incident, problem, configuration, and knowledge management processes.