Support Engineer

KEY RESPONSIBILITIES:

• Understand our cloud services – Terminals update / Key injection / others

• Prepare test and production tasks on our cloud services to update devices

• Support the L2 and L3 team to retrieve data from the customer devices

• Investigate technical issues reported by customers / integrators SW

• Meet the Service Level Agreement put in place with the customer

• When needed, lead customer support calls and meetings on technical issues and discussions

• Support pre-sales and development opportunities as well as post-sales and customization activities

• Manage workload and multiple activities by effectively balancing priorities and setting client expectations

• Deliver work tasks on time and to a consistently high standard

• Demonstrate creative and dynamic approach to problem solving

• Participate and maintain internal and external knowledge base

KEY PERFORMANCE OBJECTIVES / INDICATORS:

• Customer satisfaction

• Consistently delivering according to commitments

• Support requests are managed in right timeline.

SKILLS/COMPETENCY SPECIFICATION

Competency/Skill Requirements:

• Junior level software development on Android environment (nice to have)

• Knowledge on Android Tools / ADB / Python / coding

• Requirement analysis and workload estimates (is a must)

Special Requirements:

• Problem solver mindset

• Development management tools

• Have a dedicated workspace to store materials / terminals / tools

Behavior skills:

• Interest in technology and keeping up to date on tools and practices

• Good communication towards team and project managers

Languages:

•French: Must have

• English: Must Have

Education Qualifications / Experience Requirements:

• 2 to 5-year experience

• Bachelor or master’s degree in computer science, Information Technology or Computer Engineering