Product/Application Support Engineer

Role Summary

In this role you will be responsible for providing a high-quality, active support to our customers or partners, by handling and solving incidents and problems that might occur in the utilization of the platforms and the customized solutions we deliver. Additionally, you will work with business users to manage content in different content management platforms.

The support we offer includes analysing the customer’s business issues or requirements, developing functional and technical solutions, continuous optimizations, growing the knowledge base and managing content.

You will offer support for categorization of incidents/requests, ensure handling based on priority / severity, identify, understand, and perform root cause analysis and troubleshoot to resolution issues and requests on products and applications.

You will collaborate with development and testing teams for handling complex technical issues and continuous application improvement to achieve a high level of customer satisfaction through individual case work and enterprise support KPI adherence. Furthermore, you will together with client users to optimize product content to match expectations.

What do We expect

  • Good knowledge of common Windows applications and file formats (MS Office, HTML, XML)
  • Good knowledge of application workflows
  • Good knowledge in working with ticketing systems
  • Good to excellent understanding of service, incident, change and problem management processes
  • Advanced level of writing and reading professional/business/technic English.
  • Experience in one more of the roles:
    • Support engineer
    • Service Desk

It would be nice to have

  • Good understanding/knowledge of ITIL Framework
  • Hands-on experience with ecommerce Enterprise Software support projects
  • Hands on with different flavours of operating systems, Linux & Windows Servers
  • Good knowledge of Hybris solutions
  • Drive or contribute to knowledge base in the area of expertise
  • Drive or contribute to proactive proliferation of knowledge created externally and internally
  • Deliver standard application/technology trainings and workshops
  • Perform ad-hoc responsibilities as required
  • Attention to noticing bugs in the application

We are looking for a dynamic and flexible person with a business, functional and / or technical background that can be applied to enterprise applications.

We appreciate people who have excellent communication skills, very good English skills, a strong know-how in time management and prioritization, good investigation and analysis skills.

Proactive follow up and a structured approach to problem solving are core skills that we are looking for when choosing a team member.

What jpard can offer you

You will work with passionate and professional people, in a close working environment delivering a mix of managed services for our clients and partners.
Probably the best thing about working at jpard is being a part of a group of smart, self-driven people committed to carrying out their activities, with passion and accountability.
We offer competitive compensation, a flexible, friendly yet demanding work environment where you can grow and find your balance.
If you truly want to contribute, you care about your work and you are ready to take ownership, with jpard you can thrive, professionally and personally.

Want to join jpard? Apply now!

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