Support Engineer
nr ref: 236/11/2024/WK/89105
W Antal zajmujemy się rekrutacją od ponad 20 lat. Dzięki działaniu w 10 wyspecjalizowanych dywizjach, świetnie orientujemy się w aktualnych trendach branżowych. Precyzyjnie określamy specyfikę stanowiska, klasyfikując kluczowe umiejętności i niezbędne kwalifikacje. Naszą misją jest nie tylko znalezienie kandydata, którego kompetencje wpisują się w wymagania danego ogłoszenia, ale przede wszystkim stanowiska, spełniającego oczekiwania kandydata. Numer rejestru agencji zatrudnienia: 496.
Title: Support Engineer
Department: R&D Organization
Direct Line Reporting: GM Poland
Location: Warsaw, Poland
Job status: Full time, permanent.
Job description
In this role, your primary responsibility will be to provide product support for BECS
and BBE to our customers. You will report directly to the Support Manager.
To succeed in this position it is essential to understand and identify customer
needs. You will need to keep up to date with our products, dependent products,
and technologies to get a deeper understanding of the products and their use for
our customers. You will be an ambassador for the company and the products
provided. In our effort to deliver excellent service and high customer satisfaction,
you will be a part of the 24/7 On-duty if agreed with your manager.
Role description:
As part of your role, you will be responsible for reproducing incoming support
cases and facilitating smooth handovers to the Development team. Additionally,
you will provide valuable assistance to the development team, supporting
customer interaction, debugging, and gathering essential information. Your efforts
will contribute to ensuring efficient problem-solving and delivering exceptional
service to our customers.
Responsibilities:
• Handle emergency support calls during regular working hours, Monday to
Friday (on-duty phone)
• Handle incoming product support tickets in Jira Service Desk until
resolution.
• Troubleshooting and fault reproduction.
• Clarify incoming support tickets and make sure all required information
from the customer is available.
• Support your manager with activities related to onboarding new members
of the team.
• Create and distribute product licenses to customers.
• Review and update changes to customers documentation (user guides,
white papers, release notes).
• Continuous development of your technical and customer-facing skills.
• Be supportive of your team's activities and duties
Education:
➢ Degree in Engineering (or similar) or 3–5 years of experience of similar job.
Experience:
➢ Experience in customer facing role.
➢ 3-5 years of technical support experience or experience in a similar
professional role.
Required qualifications:
➢ Proficient communication skills to articulate technical matters to both
clients and internal personnel.
➢ General Linux knowledge.
➢ Networking experience.
➢ Scripting experience.
➢ Ability to read Java or C.
➢ Generic Database knowledge.
➢ Fluent English, both written and spoken
