Maintenance/Support Engineer
Company Overview:
Our client are global leaders for providing device management for mobile, fixed and IOT as well as managing the omni-channel customer experience which through its business logic drives actions, runs proactive care campaigns and improves customer satisfaction. Deployed by leading service providers worldwide, our clients device management and service management platform drive revenue, reduce customer care costs and automate each customer interaction.
A relaunched brand with a long history and pedigree, our client differentiate themselves by creating innovative technical solutions, packaging them in ways that simplify operational complexity and time to market.
As a member of the team, you will share a passion for being part of an exciting team of talented individuals, with a focus on building sustained long-term growth, and a fantastic place to work. Surrounded by individuals of exceptional ability and commitment, you will have the opportunity both to contribute to the continued business success, and to also invest in your own personal development.
Position Summary:
As a Maintenance/Support Engineer, you will be responsible for ensuring the smooth operation and maintenance of the software products. You will provide technical support to clients, troubleshoot issues, and collaborate with the development team to implement solutions. Your technical expertise, problem-solving skills, and commitment to customer service will be essential in maintaining the high standards of our software solutions.
Main Responsibility Areas:
- Provide first-line and second-line support to clients, resolving technical issues related to the software products.
- Respond to support tickets, emails, and phone calls in a timely and professional manner.
- Diagnose and resolve software issues, including bugs, performance problems, and integration errors. Use debugging tools and techniques to identify root causes and implement fixes.
- Perform regular maintenance tasks such as software updates, patches, and backups. Ensure that all systems are up-to-date and operating efficiently.
- Maintain clear and effective communication with clients throughout the support process.
- Provide status updates, explain technical issues in an understandable manner, and ensure client satisfaction.
- Create and update technical documentation, including support guides, FAQs, and troubleshooting manuals.
- Ensure that documentation is clear, accurate, and accessible to clients and team members.
- Work closely with the development and QA teams to report bugs, suggest improvements, and test solutions.
- Participate in regular team meetings and contribute to knowledge sharing.
- Use monitoring tools to proactively identify and address potential issues before they impact clients.
- Implement and maintain monitoring systems to ensure the reliability of the software.
- Stay updated with industry trends, new technologies, and best practices in software maintenance and support.
- Contribute to the continuous improvement of support processes and tools.
Key Skills & Competencies:
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field. Relevant certifications (e.g., ITIL, CompTIA) are a plus.
- Proficiency in software implementation, system integration, and technical support. Familiarity with programming languages (e.g., Java, Python, SQL), APIs, and data integration tools.
- Proficiency in troubleshooting software issues, using debugging tools, and performing system maintenance.
- Knowledge of programming languages (e.g., Java, Python), databases (e.g., SQL), and operating systems (e.g., Windows, Linux).
- Excellent verbal and written communication skills. Ability to convey technical information to non-technical audiences clearly and concisely.
- Strong analytical and problem-solving abilities. Ability to diagnose and resolve complex technical issues efficiently.
- Demonstrated ability to provide exceptional customer service. A client-focused approach with a commitment to resolving issues promptly and effectively.
- Ability to work effectively as part of a team and collaborate with cross-functional teams. Strong interpersonal skills and a positive attitude.
- Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
- Flexibility to work outside regular business hours if required.
Work Experience Requirements:
- 2+ years of experience in a technical support or maintenance role within the software industry.
- Proven experience managing projects from inception to completion. Strong organizational skills and attention to detail.
Eligibility Requirements
Willingness to travel 75% of the time, both locally and internationally, sometimes on short notice. We will only employ those who are legally authorized to work in Brazil or Portugal for this opening. Any offer of employment is conditional upon the successful completion of a background investigation.
(where legally permissible)
About Us
Oliver Peters is an Equal Opportunity Employer. We do not discriminate based on race, religion, colour, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, ex-forces status or any other basis. All employment is decided based on qualifications, merit, and business need and we are committed to a fair hiring process.
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