Your Responsibilities
-Diagnose, troubleshoot, and resolve customer inquiries via email, phone, remote access, and other support channels.
-Identify and solve application-related issues, including design and configuration challenges.
-Clearly communicate complex technical issues to various teams, including Product Management, Software Engineering, Sales, and Quality Assurance.
-Escalate complex issues to senior engineers or R&D, providing detailed documentation and analysis for resolution.
-Recreate customer environments to determine the root cause of technical problems.
-Test and validate software updates, upgrades, and hotfixes to ensure reliability.
-Maintain and expand our technical knowledge base by creating and updating documentation.
-Participate in regular team meetings to share insights, best practices, and updates.

Required Skills:

Required Skills and Knowledge:
-Service-Oriented Mindset: A client-first approach with a strong problem-solving attitude.
-Communication & Collaboration: Excellent interpersonal skills to engage effectively with customers, partners, and internal teams.
-Technical Expertise: Ability to quickly learn new products and develop in-depth knowledge of their configurations.
-Customer-Focused Communication: Strong ability to interact professionally with clients and business partners.
-Problem-Solving: Quick thinking and resourcefulness in troubleshooting and resolving technical issues.
-Teamwork & Collaboration: Ability to work cross-functionally with various departments to drive successful outcomes.
-Independence & Initiative: Self-motivated and capable of taking ownership of projects with minimal supervision.
-Adaptability: Comfortable working in a fast-paced, ever-evolving technical environment.

Preferred Technical Skills: (Important)
-Operating Systems: Windows Server, Linux
-Databases: SQL Server, Oracle, DB2
-Web Application Servers: Tomcat, WebSphere