Support Ops

ONLY APPLY IF YOU RESIDE IN AMMAN JORDAN
Role Description
Unblocking of Customer Support driven issues
Investigate issues and provide root cause analysis
Validating issues against product requirements
Research issues through code, documentation and interviewing knowledge and stakeholders
Creating action items from customer raised issues
Providing workarounds to Customer Support driven issues
Reporting bugs and product suggestions to product management team
Reporting documentation improvement requests to technical writing
Continuously contributing to the troubleshooting guide and improving internal knowledge documentation
Propose infrastructure and system/software configuration changes to address production issues.
Contributing to the incident report
Escalate to proper teams in a timeframe that respect our service level agreements
What You Will Do
Unblocking of Customer Support driven issues
Investigate issues and provide root cause analysis
Validating issues against product requirements
Research issues through code, documentation and interviewing knowledge and stakeholders
Creating action items from customer raised issues
Providing workarounds to Customer Support driven issues
Reporting bugs and product suggestions to product management team
Reporting documentation improvement requests to technical writing
Continuously contributing to the troubleshooting guide and improving internal knowledge documentation
Propose infrastructure and system/software configuration changes to address production issues.
Contributing to the incident report
Escalate to proper teams in a timeframe that respect our service level agreements
Technical Skills
Experience in supporting a .Net based web application.
Ability to identify complex issues by debugging the application and by analyzing traces and logs and escalating it to L3 team.
Experience in writing T-SQL Queries, Stored Procedures, Functions etc. to investigate and fix issues.
Experience in creating Scripts using PowerShell to automate recurring/scheduled tasks and/or facilitate handoff.
Experience in Server-side languages like C#, NET Core, an open-source web development framework | .NET is an added advantage.
Be proficient with JIRA to assign requests to other support/dev teams, track or follow up on requests.
Effectively time management and Prioritization skills in order to meet high level of service.
Understanding of Software Architectures and API Designs.
Understanding of Distributed Systems Designs
Understanding of SDLC (Software development Life Cycle)
Understanding of Software Quality best practices
Understanding of System administration and networking
Soft Skills
You are hardworking and eagerly embrace the challenge of solving problems, both with software and soft skills.
You are resourceful, flexible and self-accountable and persevere in the face of obstacles.
You are an articulate communicator, proficient in both verbal and written English/language and enjoy crafting clear and concise messages to customers.
You are curious about technology and software and learning how our customers use our product.
You are a standout teammate who believes that the whole is greater than the sum of all parts.
You are empathetic and enjoy teaching customers at all levels of technical proficiency.
You are self-aware and are open to adapting to changing environments.
You follow through on your commitments, and request help when needed.
Candidate Requirements
You are hardworking and eagerly embrace the challenge of solving problems, both with software and soft skills.
You are resourceful, flexible and self-accountable and persevere in the face of obstacles.
You are an articulate communicator, proficient in both verbal and written English/language and enjoy crafting clear and concise messages to customers.
You are curious about technology and software and learning how our customers use our product.
You are empathetic and enjoy teaching customers at all levels of technical proficiency.
You are self-aware and are open to adapting to changing environments.
You follow through on your commitments, and request help when needed

Employment type
Full-Time

Work arrangement
No