Descrição da Função :
As a Software Support Engineer, you will be tasked with providing quality customer support, close to the client's needs, speaking the same language, and aligning to the same vision.
This position requires a true engineering mindset : if you love to investigate a problem and find a solution, you will fit right in!Our customers are technical teams (architects, product engineers and application developers) who build applications and solutions using the Nuxeo Platform.
Client communication is at the core of our business and you will be using all the tools available to you : e.g. JIRA, conference calls and videos.
As a Support Engineer, you'll be responsible for :
Assisting customers in troubleshooting problems, diagnosing issues with software installation and application, identifying root-cause and offering solutions.
Auditing and debugging source code in order to guide clients in configuring and customizing the Nuxeo platform to suit individual and progressive needs.
Interacting with clients via JIRA, phone, video conference, email or chat to ensure their issues are resolved in a timely manner, escalating issues as appropriate.
Partnering with internal technical teams (product management, engineering, dev ops, and cloud ops) to resolve problems with configuration / code, software bugs, performance, and system failures.
Documenting the knowledge base of recurring issues.
2+ years of experience in Software Support or Software Development.
Excellent time-management skills and the ability to establish reasonable and attainable deadlines for resolution.
Have a service-oriented mind, be analytical, and have strong problem-solving skills.
Strong attention to detail and extremely well-organized.
Positive can-do attitude & ability to work well with teams.
Good at communicating complex ideas and reaching out to different points of view.
We reward engagement and integrity by providing you access to solid onboarding experience, professional development, a growing technical digital library, remote options, multinational collaborations, team building events, as well as benefits related to health and family life.