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Application Tech Support Engineer

Job Description:

Logging owning proprietary software support issues and incidents until resolution and acting as primary support liaison between the company and its customers
Conducting regular follow ups with customers with recommendations, updates and action plans associated with tickets/issues
Documenting relevant support ticket/issue information and ensuring that customer communication is handled in a timely manner and in compliance with Service Level Agreements throughout the lifecycle of the issue, until it is completely resolved
Analysis of software issues reported, identification of known issues where applicable and reporting of known solutions or workarounds to customer within timeframe set out by Service Level Agreements
Ability to diagnose address application issues
Exceptional ability to provide front-end support to internal departments and web-based clients
The ability to analyse log files and find problems based on exceptions recorded in application log files
The ability to identify steps to reproduce software issues that have been reported by our customers
Development of workarounds for software issues reported where workarounds do not already exist
Creation and maintenance of knowledge base content for peers and customer use and reference, ensuring that known issues and workarounds are clearly documented in the knowledge base
Identification of training needs for customers, and development of operation documents to address these issues
Collaboration with the Development, QC and QA teams on issue resolution; providing feedback to Development and QC to help improve the product quality and reliability
Setup of test environments as necessary for replication of customer reported issues and provision of documentation on these setups
Communicating application problems and issues to key stakeholders, including Management, Engineering, Professional Services and Sales teams
Contribute to the development and implementation of a best-in-class, multi-level customer support model, in consultation with other functions and stakeholders, that first and foremost seeks to empower and enable customers to resolve their own queries immediately by leveraging content and technology
Contributing to the continuous improvement of Kneat’s Customer Support processes and procedures
Becoming an application expert and training resource for the Customer Support team
Preparing end user and technical user documentation
Supporting Operations and Sales teams in the field for all project requirements, including specification development to customer requirements, installs, upgrades configuration
Attending customer meetings/sites, when required, to support issues, installations, training, go lives review meetings, always providing a high level of customer service
Ensuring that customers are treated with the highest degree of respect and drive operational excellence through quality closures and proper escalation of issues
Reporting non-conformances and managing the lifecycle of non-conformances in Kneat’s tracking system, ensuring traceability between Zendesk and Azure DevOps
Contributing to the continuous improvement of tech support strategies and productivity

Requirements:

Bachelor's degree in software engineering, computer science, information technology, information systems, computer engineering, or similar
Minimum of 2 years’ hands-on experience
Strong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment
Logical approach to problem solving, self-motivated and enthusiastic
Strong interpersonal communication and customer service skills are needed to work successfully with customers in high urgency and/or ambiguous situations
Experience in a technical customer-facing role
Excellent written and verbal communication skills in English as this will be a customer-facing role
Demonstrate a proactive approach and ability to prioritise own workload
Willing to travel, if required

Benefits: