Platform Support Engineer

This role provides mentoring and deep level technical and operational support at a Tier 2 level.

• Coaching and Supporting less experienced members of the team
• Managing, triaging and investigating deep level technical issues to resolution
• Assist leads, head of support and escalation manager in gathering reporting information.
• Assist leads, head of support and escalation manager to manage client and partner escalations.
• Working with Engineering to bring about deep understanding of issues reported and expedite solutions.
• Supporting the regular triage of open issues with Engineering.
• Work with team, team leads and head of support to review and approve bugs and issues raised to Tier 3 / 4
• Running client and partner calls.
• Running brainstorming sessions with the team and creating summary reports and action plans.
• Owning problems to resolution, while assisting our Lead Engineer and Escalation Manager for high impact problems.

• Experience in 2nd or 3rd level support for web-based applications
• Deep-level knowledge of web platforms/SAAS
• Demonstrable experience working with APIs
• Ability to independently and creatively analyse problems and find adequate solutions
• Great communication and English skills are required
  • Presentation creation and delivery
  • Customer facing document creation and review
  • Conflict resolution
• Familiarity/knowledge with ITIL terminology/ITIL framework
• Demonstrable experience working with ALM tools such as JIRA, Azure DevOps and a high level of exposure to confluence would be a significant advantage.
• Experience using an ERP system is an advantage
• Reporting experience from ticketing / service delivery tools required
• Experience with network or console logs is required
• Experience with ServiceNow is an advantage but deep level knowledge of ticketing systems and workflows is a requirement.

SoftwareOne is a leading global software and cloud solutions provider that is redefining how organizations build, buy, and manage everything in the cloud. By helping clients to migrate and modernize their workloads and applications – and in parallel, to navigate and optimize the resulting software and cloud changes – SoftwareOne unlocks the value of technology. The company’s 9,200 employees are driven to deliver a portfolio of 7,500 software brands with sales and delivery capabilities in ninety countries. Headquartered in Switzerland, SoftwareOne is listed on the SIX Swiss Exchange under the ticker symbol SWON. Visit us at www.SoftwareOne.com