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Technical Support Engineer

2 months ago

wokingham, United Kingdom Loftware Full time

A career at Loftware is more than just a job – it’s an opportunity to help shape the supply chain of the future.



Role Description:

The primary responsibility of a Technical Support Engineer is to ensure that Loftware customers receive the highest level of technical support possible and assist in resolving complex incidents. The Technical Support Engineer provides advanced resolutions and solutions to customers’ issues in a timely, professional, customer-friendly manner via telephone, email, and other remote media to ensure optimal response time and performance. Technical Support Engineers act as in-house advocates for Loftware customers by providing a positive, unified and technically invaluable voice of Loftware to the customers.

The Technical Support Engineer is a key position which is directly correlated to customer retention. This position is expected to have the ability to resolve the department’s most complex technical incidents and work in coordination with internal and external departments (Professional Services, QA, Development, etc). The Technical Support Engineer creates and reviews technical material and coordinates multi-department escalations as needed. This position provides technical guidance, thought leadership and support to the customers and other resources at Loftware with the goal of improving TTR and reducing escalations to Development.


Responsibilities:

  • Ability to analyze customer issues with deep understanding of all logs and data being gathered
  • Ability to diagnose and quickly resolve customer and product issues
  • Competence in handling escalations requiring attention beyond the scope of the Technical Support Team
  • Provide insight into customer issues utilizing remote working sessions and recordings
  • Review production performance and provide analysis and reaction plans for errors/failures
  • Ability to analyze infrastructure issues and communicate those issues to Operations and Development teams
  • Collaborate with product management and other internal teams regarding resolution of issues requiring hot fixes or patches
  • Willing to manage any other reasonable tasks including flexibility to work different shifts and participate in 24x7 on-call rotation for off normal business hours escalations



Required qualifications:

  • Analytically minded
  • Displays curiosity and inquisitiveness in solving complex problems
  • Understand how REST API’s work
  • Experienced with logs analysis and able to triage issues to the right person for solutions
  • Experienced with how mobile and web apps communicate with the server
  • Basic knowledge of C++ and Java
  • Basic knowledge of HTTP protocols
  • Basic knowledge of how web browsers work
  • Familiarity with database architecture, schemas, running queries and traces
  • Operating systems (server/workstation), OS logging, OS configuration tools, drivers and windows applications
  • Basic knowledge of webservices and related XML, SOAP, TCP/IP, HTTP, HTML
  • Moderate skill level reading an interpreting logs including Log4J and Log4J2
  • Bachelors or master’s degree in a technical discipline (work experience may be considered)
  • 3-5 years’ experience supporting customers directly in a technical environment



Soft Skills:

  • Analyze complex technical challenges
  • Deliver results and meeting SLA and Customer Success Goals
  • Achieve personal work goals and objectives
  • Participate in the achievement of Company and departmental goals and achievements



Why join us?

  • Working for the undisputed global leader in a business-critical industry offers unparalleled possibilities.
  • Our team is made up of the most talented, curious, and inspiring people in their fields, each bringing something unique to the table.
  • We use the power of the global team.
  • We set you up for success. We offer comprehensive training to all employees and place an emphasis on employee development.




We win with inclusion

At Loftware, inclusion, diversity, and belonging are paramount to our success and our culture. We are an equal opportunities employer. This means we are committed to recruiting qualified applicants regardless of race, color, religion, age, sex, gender, national origin, disability, or protected veteran status. We believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential.



We make the Supply Chain work

At Loftware, our end-to-end cloud-based labeling platform helps businesses of all sizes manage labeling across their operations and supply chain and our solutions are used to print over 51 billion labels every year. With over 500 industry experts and 1,000 global partners, Loftware maintains a global presence with offices in the US, UK, Germany, Slovenia, China, and Singapore making us a trusted partner for companies in automotive, chemicals, clinical trials, consumer products, electronics, food & beverage, manufacturing, medical device, pharmaceuticals, retail/apparel, and more.


#Makeyourmark with Loftware and apply today