Art Technology and Software - Software Support Engineer - C/SQL

We are seeking a proactive and skilled Software Support Engineer with strong technical knowledge and excellent communication skills to provide expert support for SmartVista software products. This role requires a deep understanding of support processes, problem-solving capabilities, and the ability to work collaboratively across teams.

Key Responsibilities :

- Provide telephone and on-site support for SmartVista software products

- Diagnose software issues, localize problem sources, and identify bugs

- Coordinate analysis and reproduction of client issues with cross-functional teams

- Install and configure SmartVista products and assist clients with software updates and maintenance

- Assist in creating and maintaining product documentation and installation instructions

- Participate in testing new releases and software updates

- Maintain and support the operational support environment

- Maintain thorough knowledge of client products and related documentation

- Contribute to building and updating the knowledge base and Q&A for SmartVista products

- Offer professional support to clients, effectively communicating issue details and logging incidents for resolution

- Monitor incident resolution progress and coordinate with resolver groups to meet SLA targets

- Review client request history to assess risks and inform internal teams

- Manage and update client environments for internal testing and verification, documenting updates on Confluence

- Proactively manage support cases to ensure SLA compliance

- Perform any additional duties as assigned

Requirements :

- Strong understanding of support process cycles

- Excellent team coordination and communication skills

- Proactive problem-solving attitude

- Fair knowledge of SQL/PLSQL and C programming language

- Confident user of Unix/Linux operating systems

- Understanding of J2EE and WebLogic application servers

- Experience with Oracle database administration

- Basic knowledge of e-payments and card payment technologies

- Testing experience

Experience & Qualifications :

- Minimum 3 years of experience in software development or support roles

- Solid experience in Oracle DB administration, SQL/PLSQL, Unix/Linux, and WebLogic

- Hands-on experience with ISO8583 messaging, card transaction processing, e-commerce, or mobile remittance systems

- Experience working with payment and card processing software

- College degree preferred; post-secondary technical credits in Oracle, Unix, or related fields a plus

- Fluent in written and spoken English