Description:
The client is a boutique Software Development firm with presence in Dublin and California. They are currently building out their support function and have a requirement for an experienced Software Support professional, who will assist the client in growing this area of the business. It's essential for you to have 5+ years' experience in Software Support, while having experience as a Team Leader is not essential, yet highly desirable.
Duties:
- Researching, diagnosing, troubleshooting and resolving customer issues
- Hands-on monitoring and prevention of issues that occur on company systems, while continually improving the instrumentation of the clients' product
- Acting as a customer advocate, working with internal teams including developers and UI/UX designers to ensure the implementation of resolutions match expectations
- Preparing accurate and timely reports for internal and external audiences including weekly and monthly performance reporting
- Following and meeting SLA commitments for issue resolution
Requirements:
- 5+ Years' experience in Software Support (essential)
- Being an accomplished engineer that is ready to take the next step towards establishment and leadership of the support function
- Relevant degree and additional qualifications
- Highly-skilled communicator, both spoken and written, who can give the customers confidence in their ability to resolve issues in an efficient way
- Team lead experience (highly desirable)
- Experience with Cloud-based solutions like AWS and Azure (highly desirable)