Software Support Engineer


March 27, 2021

Tilburg, NL

The Role
As a software support engineer, you are responsible for the successful implementation and management of our services (applications) in the production environments and provide level II support to ensure that the service meets quality, security and compliance standards.
It is an exciting and demanding position that requires entrepreneurial, communicative and operational skills as well as the ability to work with many stakeholders. As a software support engineer you have excellent problem-solving skills and the ability to interpret data in the context of our business stakeholders.
  • Deliver quality second level technical solutions to our user problems, troubleshooting their issues, providing technical guidance, and performing implementation reviews;
  • Act as a single point of contact and ensures that all application support requests are recorded in a timely, courteous, and accurate manner;
  • Advocate new product features and ensure the resolution of technical challenges;
  • Responsible for applying operation break fixes and other proactive maintenance activities to keep the services up and running;
  • Follow-up on tickets resolved by internal IT teams to ensure communication to the customer with high degree of satisfaction based on results and level of service;
  • Liaison for Level III Information Technology development support;
  • Executes monitors and completes assigned tasks on multiple computer systems and platforms;
  • Documents and maintains shift documentation in ticket management system;
  • Work closely with the US/Offshore counterparts and Leads in ensuring timely resolution of issues;
  • Works with high integrity, follows procedures and policies with the handling of sensitive data.

  • At least 1 year experience in Application support working in a globally distributed team is preferred
  • Mastering the English language in both written and verbal form is required
  • Communicate clearly, regularly and effectively with business stakeholders and internal team members in both written and verbal form
  • Some flexibility in working hours is necessary because different teams work in different time zones
  • Must be proficient user in Microsoft Office, JIRA and Confluence
  • Be familiar with Splunk and related queries
  • Good experience with ITIL, BMC Remedy or Service Now and ticketing workflows is preferred
  • Must have solid Technical skills on SQL Server or MySQL
  • Technical skills: Average knowledge in C#, Asp,Net MVC, Angular 5+, Rest API
  • Good to have: Kafka or RabbitMQ knowledge
  • BS degree in Engineering or equivalent in Computer Science or the equivalent in experience and evidence of exceptional ability