ONLY APPLY IF YOU RESIDE IN AMMAN JORDAN
Role Description
- Unblocking of Customer Support driven issues
- Investigate issues and provide root cause analysis
- Validating issues against product requirements
- Research issues through code, documentation and interviewing knowledge and stakeholders
- Creating action items from customer raised issues
- Providing workarounds to Customer Support driven issues
- Reporting bugs and product suggestions to product management team
- Reporting documentation improvement requests to technical writing
- Continuously contributing to the troubleshooting guide and improving internal knowledge documentation
- Propose infrastructure and system/software configuration changes to address production issues.
- Contributing to the incident report
- Escalate to proper teams in a timeframe that respect our service level agreements
What You Will Do
- Unblocking of Customer Support driven issues
- Investigate issues and provide root cause analysis
- Validating issues against product requirements
- Research issues through code, documentation and interviewing knowledge and stakeholders
- Creating action items from customer raised issues
- Providing workarounds to Customer Support driven issues
- Reporting bugs and product suggestions to product management team
- Reporting documentation improvement requests to technical writing
- Continuously contributing to the troubleshooting guide and improving internal knowledge documentation
- Propose infrastructure and system/software configuration changes to address production issues.
- Contributing to the incident report
- Escalate to proper teams in a timeframe that respect our service level agreements
Technical Skills
- Experience in supporting a .Net based web application.
- Ability to identify complex issues by debugging the application and by analyzing traces and logs and escalating it to L3 team.
- Experience in writing T-SQL Queries, Stored Procedures, Functions etc. to investigate and fix issues.
- Experience in creating Scripts using PowerShell to automate recurring/scheduled tasks and/or facilitate handoff.
- Experience in Server-side languages like C#, NET Core, an open-source web development framework | .NET is an added advantage.
- Be proficient with JIRA to assign requests to other support/dev teams, track or follow up on requests.
- Effectively time management and Prioritization skills in order to meet high level of service.
- Understanding of Software Architectures and API Designs.
- Understanding of Distributed Systems Designs
- Understanding of SDLC (Software development Life Cycle)
- Understanding of Software Quality best practices
- Understanding of System administration and networking
Soft Skills
- You are hardworking and eagerly embrace the challenge of solving problems, both with software and soft skills.
- You are resourceful, flexible and self-accountable and persevere in the face of obstacles.
- You are an articulate communicator, proficient in both verbal and written English/language and enjoy crafting clear and concise messages to customers.
- You are curious about technology and software and learning how our customers use our product.
- You are a standout teammate who believes that the whole is greater than the sum of all parts.
- You are empathetic and enjoy teaching customers at all levels of technical proficiency.
- You are self-aware and are open to adapting to changing environments.
- You follow through on your commitments, and request help when needed.
Candidate Requirements
- You are hardworking and eagerly embrace the challenge of solving problems, both with software and soft skills.
- You are resourceful, flexible and self-accountable and persevere in the face of obstacles.
- You are an articulate communicator, proficient in both verbal and written English/language and enjoy crafting clear and concise messages to customers.
- You are curious about technology and software and learning how our customers use our product.
- You are empathetic and enjoy teaching customers at all levels of technical proficiency.
- You are self-aware and are open to adapting to changing environments.
- You follow through on your commitments, and request help when needed