Support Software Engineer

About the role

The Support Software Engineer is responsible for researching, diagnosing, and resolving software and hardware issues reported by customers. This role works closely with customers, internal teams, and stakeholders to ensure timely and accurate problem resolution while continuously improving support processes.

Key responsibilities

• Research and identify solutions to software and hardware problems.
• Diagnose, troubleshoot, and resolve complex customer issues independently.
• Provide real-time assistance during client calls and through tickets, email, and phone.
• Analyze patterns in support cases to drive product quality insights and process improvements.
• Establish and refine support team processes to increase efficiency and output.
• Collaborate with multiple stakeholders to implement cross-team improvements.
• Document and update internal and customer-facing knowledge bases.
• Customize, modify, and perform minor repairs on existing software.
• Stay current with technical advancements relevant to the support function.

Required profile

• Strong analytical and problem-solving abilities.
• Ability to work independently and serve as a go-to resource for teammates.
• Excellent communication skills for phone, email, and real-time discussions.
• Proactive attitude toward process improvement and collaboration.
• Commitment to staying up-to-date with technical developments.

Required skills