Senior Technical Support Engineer - REF1441

Are you looking for rapid career development, challenging work and international exposure in an informal, fun and creative work environment? Then Creative Software is the place for you. We are always on the lookout for talented software professionals and graduates who would like to join our growing team.

About this position

Date Published:
February 7, 2024
Application Deadline:
July 31, 2024

Founded in 1999, Creative Software is a global technology enabler and pioneer in Sri Lanka’s tech industry. We manage teams of high-performing, dedicated software engineers for our global clientele, providing them with end-to-end software development and maintenance services through team augmentation.  

We are looking for a Senior Technical Support Engineer to join our Research and Development Centre in Colombo and be a part of our team of 300+ problem solvers who build brilliant tech, influencing billions of users globally.

It’s ideal if you are with:

· A Bachelor’s degree in Computer Science, Engineering or an equivalent qualification.  

· A minimum of 4 years of expertise in technical assistance, preferably working directly with foreign clients.

· Effective troubleshooting abilities including asking focused questions, using accessible resources and documentation, and recreating where possible.  

· Good analytical skills such as analyzing given information and situations and taking appropriate action.  

· Good communication skills as being able to formulate/express ideas and solutions verbally/in writing in a structured and easy-to-understand manner.

· Experience in programming languages such as Python and Java.

· Basic knowledge of Cloud Platform such as Azure/ GCP.

· Knowledge in SQL and version control systems such as Git.

· Familiarity with SAAS applications.

· Able to read and analyze application logs.

· Fluent in English both written and spoken.

· Having a Data engineering/ Data science background would be beneficial.

It’s ideal if your expertise is to:

· Handle all incoming customer inquiries related to all client products/applications within set KPIs.

· Troubleshoot complex technical issues and, where possible, provide workarounds for users.

· Manage escalations to engineering teams.  

· Handle incoming monitoring alerts.

· Create and maintain knowledge base articles.

· Be a Subject Matter Expert in more than one product or knowledge area.

· Keep the knowledge of customer environment up to date on an ongoing basis (releases, product developments)

· Work on a 24/7 shift rotation.

What we offer:

Our careers offer a flexible working environment, attractive remuneration, and a place to grow and flourish. You will be amongst peers at the top of their game, allowing you to sharpen your skills in an inclusive culture. We offer a variety of spaces that support their work-life balance and integrate wellness into our workplace experience, which includes a recreation zone and gym.

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