Software Product Support Engineer


  • BS degree in Information Technology, Computer Science or equivalent
  • 2+ years of working in a product or ERP/CRM systems support role
  • Excellent command of English
  • Excellent analytical and troubleshooting skills for problems that span multiple domains (applications, network, system, hardware)
  • Prior Scripting Experience for solving business problems preferred
  • Prior experience with Confluence and JIRA is considered a plus
  • Excellent client-facing skills
  • Excellent written and verbal communication skills
  • Ability to guide customers remotely through complex, multi-server deployments and upgrades for enterprise products


  • Take ownership of customer issues reported and see problems through to resolution
  • Research, diagnose, troubleshoot and identify solutions to resolve customer issues
  • Translate customer issues from email and other unstructured forms into concise and precise JIRA tickets
  • Configure and setup customer solutions
  • Support clients in daily software tasks
  • Stepping through code, reviewing logs and analysing stack traces
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Provide prompt and accurate feedback to customers
  • Test fixes and work with team to manage deployment of fixes to customer environment
  • Ensure proper recording and closure of all issues
  • Prepare accurate and timely reports
  • Draft specifications for custom solutions including business and technical requirements

If you are interested, send us your CV to or use the Contact Form.