Support Ops

ONLY APPLY IF YOU RESIDE IN AMMAN JORDAN

Role Description

• Unblocking of Customer Support driven issues
• Investigate issues and provide root cause analysis
• Validating issues against product requirements
• Research issues through code, documentation and interviewing knowledge and stakeholders
• Creating action items from customer raised issues
  • Providing workarounds to Customer Support driven issues
  • Reporting bugs and product suggestions to product management team
  • Reporting documentation improvement requests to technical writing
  • Continuously contributing to the troubleshooting guide and improving internal knowledge documentation
  • Propose infrastructure and system/software configuration changes to address production issues.
• Contributing to the incident report
• Escalate to proper teams in a timeframe that respect our service level agreements

What You Will Do

• Unblocking of Customer Support driven issues
• Investigate issues and provide root cause analysis
• Validating issues against product requirements
• Research issues through code, documentation and interviewing knowledge and stakeholders
• Creating action items from customer raised issues
  • Providing workarounds to Customer Support driven issues
  • Reporting bugs and product suggestions to product management team
  • Reporting documentation improvement requests to technical writing
  • Continuously contributing to the troubleshooting guide and improving internal knowledge documentation
  • Propose infrastructure and system/software configuration changes to address production issues.
• Contributing to the incident report
• Escalate to proper teams in a timeframe that respect our service level agreements

Technical Skills

• Experience in supporting a .Net based web application.
• Ability to identify complex issues by debugging the application and by analyzing traces and logs and escalating it to L3 team.
• Experience in writing T-SQL Queries, Stored Procedures, Functions etc. to investigate and fix issues.
• Experience in creating Scripts using PowerShell to automate recurring/scheduled tasks and/or facilitate handoff.
• Experience in Server-side languages like C#, NET Core, an open-source web development framework | .NET is an added advantage.
• Be proficient with JIRA to assign requests to other support/dev teams, track or follow up on requests.
• Effectively time management and Prioritization skills in order to meet high level of service.
• Understanding of Software Architectures and API Designs.
• Understanding of Distributed Systems Designs
• Understanding of SDLC (Software development Life Cycle)
• Understanding of Software Quality best practices
• Understanding of System administration and networking

Soft Skills

• You are hardworking and eagerly embrace the challenge of solving problems, both with software and soft skills.
• You are resourceful, flexible and self-accountable and persevere in the face of obstacles.
• You are an articulate communicator, proficient in both verbal and written English/language and enjoy crafting clear and concise messages to customers.
• You are curious about technology and software and learning how our customers use our product.
• You are a standout teammate who believes that the whole is greater than the sum of all parts.
• You are empathetic and enjoy teaching customers at all levels of technical proficiency.
• You are self-aware and are open to adapting to changing environments.
• You follow through on your commitments, and request help when needed.

Candidate Requirements

• You are hardworking and eagerly embrace the challenge of solving problems, both with software and soft skills.
• You are resourceful, flexible and self-accountable and persevere in the face of obstacles.
• You are an articulate communicator, proficient in both verbal and written English/language and enjoy crafting clear and concise messages to customers.
• You are curious about technology and software and learning how our customers use our product.
• You are empathetic and enjoy teaching customers at all levels of technical proficiency.
• You are self-aware and are open to adapting to changing environments.
• You follow through on your commitments, and request help when needed