Job Description
Technical Support Engineer is responsible for maintaining and supervising high transaction volume Java Enterprise Edition applications designed and developed by Syncron. The everyday routine includes handling customer cases reported and managed through the case management tool and providing pro-active supervision for the Syncron applications. The nature of the customer cases can be very broad, from a simple application functionality question to a complex technical or business inquiry requiring thorough understanding of both the application logic and the customer business to resolve it.
Key Responsibilities
Providing Technical and Business Support to our customers.
Configuring Syncron’s products to fulfil customer’s needs.
Gathering, analysing, and documenting customer requirements.
Identifying and reporting enhancement ideas and bugs and channel feedback from the customers.
Managing cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner in the Syncron ticketing tool.
Providing fault isolation and root cause analysis for technical issues.
Publishing documentation in the Knowledge Base, creating/maintaining issue logs, resolution steps.
Providing configurations, troubleshooting, and best practices to customers.
Ensuring that SLAs are strictly adhered to.
Requirements & Experience
Excellent English skills, both verbal and written.
Strong troubleshooting and problem-solving skills.
Experience in IT , SQL knowledge (preferred: PostgreSQL), basic XML, Basic Python, Basic Java, data formats, data transmission technologies knowledge.
Qualifications
Master’s degree in computer science or another equivalent field.