Senior Technical Support Engineer - REF1444
About Creative Software
Founded in 1999, Creative Software is a global technology enabler and pioneer in Sri Lanka’s tech industry. We manage teams of high-performing, dedicated software engineers for our global clientele, providing them with end-to-end software development and maintenance services through team augmentation.
Embark on a Creative career that offers a dynamic work environment, competitive intern allowance, and room for personal and professional growth. Be part of a community of professionals, contributing to an inclusive culture that provides you with valuable local and global exposure. At Creative, we offer a variety of spaces that support work-life balance and integrates wellness into our workspace experience.
About this position
We are looking for a talented software professional to join our Research and Development Centre in Colombo and be a part of our team working with one of Europe’s leading solution providers for e-Contract management.
It’s ideal if you are with:
- A bachelor’s degree in Computer Science, Engineering or an equivalent qualification.
- Minimum 4 years' experience working in a technical support role preferably working directly with foreign clients.
- Good troubleshooting skills: asking targeted questions, making use of available resources and documentation, reproducing where possible.
- Good analytical skills: analyze given information and situations and take appropriate action.
- Good communication skills: able to formulate/express ideas and solutions verbally/in writing in a structured and easy-to-understand manner.
- Experience in programming languages (Python / JavaScript).
- Basic knowledge of Cloud Platform (Azure /GCP).
- Knowledge in SQL and version control systems such as Git.
- Familiarity with SAAS applications.
- Able to read and analyze application logs.
- Fluent in English (written and spoken).
- Having a Data engineering/ Data science background would be beneficial.
It’s ideal if your expertise is to:
- Handle all incoming customer inquiries related to all client products/applications within set KPIs.
- Troubleshoot (complex) technical issues, and where possible provide workarounds for users.
- Serve as an escalation point for team members.
- Serve as an escalation point (Premier Support) for top customers to resolve their issues.
- Drive bi-weekly/monthly customer meetings - discuss ticket and SLA statistics, and ticket updates.
- Responsible for escalations to Product and Engineering Managers.
- Drive weekly meetings with Product and Engineering team - Ensure all critical issues are addressed and escalations are handled.
- Overall awareness of on-going issues (especially critical).
- Be able to step in and take ownership of issues when required.
- Take ownership of tasks and handovers from Product teams.
- Be a Subject Matter Expert in (more than) one product or knowledge area, create and maintain knowledge base articles.
- Keep the knowledge of customer environment up to date on an ongoing basis (releases, product developments).
- Work on a 24/7 shift rotation.
What we offer:
Our careers offer a flexible working environment, attractive remuneration, and a place to grow and flourish. You will be amongst peers at the top of their game, allowing you to sharpen your skills in an inclusive culture. We offer a variety of spaces that support their work-life balance and integrate wellness into our workplace experience, which includes a recreation zone and gym.