Software Development Support

Job Description

<p><strong>Job Objective</strong></p><p>Your role as Software Development Support is to provide L3 technical Support, troubleshoot, communicate, and resolve end user issues as well as follow up and maintain updated system features, modules, and products for customer requirements.</p><p> </p><p> <strong>Main Tasks</strong></p><ul><li>Take ownership of live SMS issues reported tickets by the First and second level support teams, and highlight problems and formulate resolution.</li><li>Assist in the design and implementation of software solutions to meet customer needs.</li><li>Develop, modify, implement, and support software components anywhere in the Software stack.</li><li>Research, diagnose, troubleshoot, and identify solutions to resolve live application issues.</li><li>Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.</li><li>Analyze and optimize software performance to ensure optimal functionality.</li><li>Develop &amp; implement new features related to the Solution and scan for errors and bugs, and aim to fix bugs and refactor the codes.</li><li>Update patches of current ongoing live versions, as well as resolve live issues on the solution, and monitor the live performance and logs.</li><li>Configure the system and link it to existing network elements and third-party systems.</li><li>Identify, solve system problems and monitor the system logs, services, and databases for possible faults.</li><li>Monitor and manage the customer’s database, hardware, and web application.</li><li>Test new versions of the system for evaluating new features, modules, products, and solve bugs.</li><li>Provide weekly or daily reports about the status of the clients and detailed system updates.</li><li>Write user manuals and technical documents on the systems’ features.</li><li>Attend enhancement meetings done by Product Management team for evaluating our products aiming for a better enhancement.</li></ul><p> </p><p> <strong>Qualifications</strong></p><ul><li> Bachelor’s degree in computer science or any related field.</li><li> 2+ years of experience in technical support.</li><li>Professional proficiency in English is required.</li></ul><p> </p><p> <strong>Skills Requirements</strong></p><ul><li>Basic knowledge in programming / debugging languages such as Java, Python, and C++.</li><li>Basic Knowledge in Golang is a plus.</li><li>Good experience in SMPP protocol and its lifecycle.</li><li>Ability to manage customers and provide solutions.</li><li>Solid knowledge in SQL (Postgres, MSSQL).</li><li>Strong knowledge of technical &amp; customer support.</li><li>Good hardware, network, and software skills.</li><li>Excellent problem-solving skills with emphasis on logical reasoning.</li><li>Enthusiastic team player with a strong drive to create positive and dynamic work environment.</li></ul><p></p>