Senior Software Support Engineer
Calling all tech troubleshooters with ninja-level SQL, networking & API skills: become the hero who keeps our customers' critical software running smoothly
We are seeking a Software Support Engineer to join our team. In this role, you will be responsible for the effective and coordinated follow-up of software issues for our customers. If you have a passion for technology, a broad interest in various applications, and a desire to develop expertise, this is the opportunity for you.
Role
- Serve as the primary point of contact for customers, ensuring clear and professional communication regarding reported issues.
- Register, classify, manage, and resolve incidents efficiently via our ticketing system.
- Monitor and follow up on support tickets to ensure timely resolution.
- Investigate issues thoroughly, gathering all necessary data for effective troubleshooting.
- Resolve issues independently or escalate to the development team when needed.
- Foster strong relationships with both the Service Desk in Brussels.
- Ensure compliance with customer Service Level Agreements (SLAs).
- Notify users promptly in case of downtime during business hours.
- Provide standby support as required.
Profile
Higher degree in IT or a related field, or equivalent experience.
Strong problem-solving skills and resilience under stress and customer pressure.
Excellent communication abilities.
Eagerness to learn and understand new technologies.
Knowledge of database structures (normalization, dependencies) and ability to write complex DML queries in T-SQL.
Experience with MSSQL and/or Oracle database administration (backup/restore, tracing, profiling).
Understanding of REST API communication, testing tools (e.g., Postman), and data formats (JSON/XML).
Familiarity with network basics: TCP/IP, SSL, HTTP/HTTPS, wireless protocols (4G/5G, WiFi, GPS), and network topologies.
Experience with network tracing tools such as Wireshark and Fiddler.
General knowledge of Windows OS (2012/2016/2019), including services, access rights, firewall configuration, command line, and PowerShell.
Understanding of Microsoft IIS configuration, setup, and debugging.
Basic knowledge of Microsoft Azure and Application Insights.
Familiarity with Android OS configuration (WiFi, Bluetooth, etc.); knowledge of adb is a plus.
Experience with source control systems (SVN, DevOps).
Willingness to learn about specialized technologies such as MCL.
ITIL knowledge (incident management) is an advantage.
Knowledge of C# and web technologies (ASP, ASP.NET).
Offer
Freelance contract with yearly extentions
3 days remote
