Software Support Engineer

Position Overview :

We are seeking an experienced Software Support Engineer to join our team. The ideal candidate will bring strong technical expertise, excellent communication skills, and a customer-first mindset. You will be responsible for troubleshooting complex issues, supporting customers, collaborating with cross-functional teams, and driving continuous improvements in our support processes.

Key Responsibilities :

- Deliver effective customer service by leveraging in-depth product knowledge.

- Collaborate with cross-functional teams to exceed customer expectations and provide timely updates on issue resolution.

- Troubleshoot installation, configuration, and testing issues across multiple programming languages and build environments.

- Share technical expertise, best practices, and guidance with customers and internal support teams.

- Maintain and enhance a comprehensive knowledge base of known issues, solutions, and workarounds.

- Collect and relay customer feedback on features, bugs, and improvements to the Product team.

- Promote a culture of continuous learning and technical excellence.

Required Experience :

- Minimum 8 years of software development or technical support experience in a customer-facing role.

- Fluency in written and spoken English.

- Flexibility to work in EU or US time zones.

Required Technical Skills :

- Strong knowledge of Microsoft Windows operating systems (client & server).

- Expertise in .NET, C#, WPF, and WinForms.

- Hands-on experience with integrations (e.g., Azure DevOps).

- Proficiency in scripting languages and understanding of network protocols.

- Familiarity with test automation, mobile (Android), and web testing methods.

- Basic understanding of C++/QT and databases.

- Experience using JIRA for issue tracking.

Required Soft Skills :

- Strong hands-on experience with remote troubleshooting methods.

- Excellent written, verbal, and presentation skills.

- Strong problem-solving and analytical abilities.

- Ability to work both independently and collaboratively within a team.

- Capability to multi-task across diverse technology platforms and products.

Nice to Have :

- Knowledge of WebDriver technologies (e.g., Selenium).

- Familiarity with Linux operating systems (client & server).

- Basic understanding of Java and JavaScript.

- A strong desire to learn and adapt to new technologies