Position: Support Engineer
Company: Softjourn
Category: Support
Experience required: 2y
English level: upper

About the project: 

The project is online expense reporting and invoice management service that provides complete process automation and cost controls around an organization's accounts payable operations.

Working hours: 

Work in EST time zone 8 am - 5 pm (3pm - 12am GMT+3)

Requirements:

- 2 years experience in a technical support role using SQL and Linux in a professional capacity
- 2 years experience of software support to business clients
- Ability to write intermediate SQL queries
- Ability to apply understanding of relational database structure to implement data corrections with little error
- Basic Linux command line experience
- Understanding of WEB-API
- Experience with Single sign-on
- Ability to communicate technical information to non-technical clients in a clear, articulate manner both written and verbally
- Great interpersonal skills to be able to work with clients and multiple departments
- Demonstrated ability to apply problem-solving and critical thinking
- Ability to manage and work both effectively and calmly under pressure
- At least upper intermediate level of English, both in speaking and writing

Will be a plus:

- Bachelor’s or Associate’s degree in Business Information Systems, Information Technology or similar field

Responsibilities:

- Respond to incoming support cases and phone calls, resolving how-to and technical issues
- Troubleshoot issues and create intermediate data fixes, interim solutions (non-code fixes), or technical work rounds using SQL and other technical support tools
- Review web server and application server logs, such as Kibana or Sumo Logic, to resolve system issues created by monitoring and batch processing system(s)
- Interact with internal and external SFTP environments for sending and receiving client data
- Effectively utilize the case management system (e.g. Salesforce, Zendesk) to prioritize and manage cases and document all client and internal correspondence
- Confirm, reproduce, and escalate potential product defects with proper documentation
- Independently perform assigned responsibilities with little or no assistance
- Evaluate, scope and process-map systemic change requests, and oversee execution
- Provide an exemplary customer service experience to internal and external stakeholders
- Act as a mentor to other Support Engineers on both product and technical knowledge

Benefits and Perks:

- Continuous improvement
- Flexible schedule
- 20 days vacation
- Remote work
- Participation in conferences and seminars
- Foreign languages courses