GRS Recruitment is excited to present a fantastic opportunity for a Permanent Product Support Engineer to join one of our esteemed IT clients based in the vibrant location of Malta. This role is ideal for individuals who have a strong engineering background and a passion for providing exceptional support to product users. Join a dynamic team that values innovation and collaboration.
DUTIES AND RESPONSIBILITIES
-
Provide technical support for products to ensure customer satisfaction.
-
Investigate and troubleshoot software and hardware issues related to products.
-
Collaborate with engineering teams to report product defects and recommend enhancements.
-
Document technical processes and update product knowledge base.
-
Assist in training and onboarding new users of the products.
-
Engage in customer interactions to gather feedback for product improvement.
CANDIDATE PROFILE
-
Must have a BSc degree in IT or equivalent.
-
Must have Level 3/4 support experience.
-
Must have previous experience as a support engineer on cloud SaaS products.
-
Must be familiar with ticketing systems such as ServiceNow (or similar).
-
Must be able to understand application logs, application traces and metrics.
-
Must have basic understanding of REST, HTTP, SQL and experience with using tools such as browser developer tools, Postman, JMeter.
-
Should have basic understanding of ASP.NET and able to read and understand code while trying to identify the root cause or the repro steps of an issue.
-
Should have previous experience with Azure services, however any cloud experience is good.
-
Experience with AKS or similar will be considered as an asset.
-
Must be willing to work a shift rotation during weekdays and provide on on-call rotation cover during nights and weekends.
-
Must be willing to learn new DevOps skills and understanding the inner workings of a complex cloud application.
-
Must have a passion for problem solving and enjoys the process of understanding an issue, identifying the root cause and figuring out replication steps.
-
Must be able to think on their feet and recommend valid mitigations to live issues after careful analysis.
-
Must be highly motivated, self-starter with a positive attitude.
-
Must have strong verbal and written communication skills in English.
COMPANY BENEFITS
-
Competitive salary and performance-based incentives.
-
Generous leave policies and flexible working hours.
-
Opportunities for professional development and training.
-
A supportive and dynamic work environment.
-
Healthcare benefits and wellness programs.
Due to the high volume of applications received at GRS Recruitment, only shortlisted candidates will be responded to.
If you are enthusiastic about technology and supporting product users, we invite you to apply for this exciting role. Join us in making a difference!