Software Support Specialist
Core
Senior technical escalation specialist for enterprise software, investigating critical incidents, root causes, and driving resolutions with customers and internal teams.
Role type
Senior IC software support specialist (technical escalation)
Builds
Enterprise software stability and customer outcomes
Domain
Enterprise software, cloud infrastructure, databases
Deliverable
client delivery
Required skills
Advanced technical troubleshooting, SQL (MS SQL Server, PostgreSQL, MySQL), Windows/Linux server environments, cloud platforms (Azure, AWS), application servers, virtualisation, basic programming (Java/C++)
Preferred skills
Ability to read and understand code, subject matter expertise in new technologies
Technologies
Azure, AWS, Microsoft SQL Server, PostgreSQL, MySQL, Java, C++
Responsibilities
Lead investigation and resolution of complex customer incidents and technical escalations; Perform deep technical analysis, root cause investigations, and defect identification; Drive major incident resolution efforts coordinating stakeholders; Mentor and uplift the broader support organisation through technical coaching; Collaborate with Development teams to prioritise defects and validate fixes; Build and maintain technical knowledge resources
Seniority
Senior, hands-on IC
