Full- time

Senior Technical Support Engineer - REF1444

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:
June 5, 2024
Application Deadline:
November 6, 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 talented software professional to join our Research and Development Centre in Colombo and be a part of our team working with one of Europe’s leading solution providers for e-Contract management.

It’s ideal if you are with:

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

· Minimum 4 years' experience working in a technical support role preferably working directly with foreign clients.

· Good troubleshooting skills: asking targeted questions, making use of available resources and documentation, reproducing where possible.

· Good analytical skills: analyze given information and situations and take appropriate action.

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

· Experience in programming languages (Python / Javascript).

· Basic knowledge of Cloud Platform (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 (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.

· Serve as an escalation point for team members.

· Serve as an escalation point (Premier Support) for top customers to resolve their issues.

· Drive bi-weekly/monthly customer meetings - discuss ticket and SLA statistics, and ticket updates.

· Responsible for escalations to Product and Engineering Managers.

· Drive weekly meetings with Product and Engineering team - Ensure all critical issues are addressed and escalations are handled.

· Overall awareness of on-going issues (especially critical).

· Be able to step in and take ownership of issues when required.

· Take ownership of tasks and handovers from Product teams.

· Be a Subject Matter Expert in (more than) one product or knowledge area, create and maintain knowledge base articles.

· 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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