Responsibilities:
- Support the customer through phone, meetings, ticketing system
- Test, optimize and write out procedures for the team
- Work closely with other departments through Slack, meetings and ticketing systems
- Send out communications about upcoming releases, maintenance, downtimes
- Work out feature requests in detail, understand what the customer wants and needs
- Translate technical lingo into normal language
- Be part of the 24/7 team one week every 5-10 weeks
- Incident/change/problem management
- Write out RCAs
- Understand Java, Angular, Swift, XML, CSS, …
- Logically and analytically assess issues
- Be aware of new changes, existing bugs, known issues throughout our product
- Keep yourself up to date about internal processes like release and deployment management
- Prioritize workload in function of ticket severity and SLAs
- Deliver second line support and tackle the advanced issues
Requirements:
- Experienced in a similar support role in a software development company
- Bachelor’s degree in informatics or computer science or equivalent through experience
- Experience with the Jira/Confluence/Bitbucket/… suite
- ITIL knowledge
- Working experience of Linux, Java, Angular, XML, APIs, REST, and more
Others:
- A rotating schedule of 3 days work, 3 days off will be required.
- 12 Hour shifts starting from 8am to 8pm Singapore time
- Domestic and/or international travel will be required to support customers on site.
- 3 weeks training in Belgium to start
- Willing to travel 3 times a year for 1-2 weeks to Belgium to synchronize with a remote team
