Support Engineer - Customer support

• Provide technical and functional product support for customer-reported incidents and service requests.

• Investigate issues related to application behaviour, calculations, quotations, approvals, workflows, user access, and data processing.

• Troubleshoot application errors, failed transactions, incorrect outputs, integration failures, and performance issues.

• Review application logs, server logs, exception traces, database findings, and integration logs to identify the cause of reported issues.

• Use SQL to validate application data, investigate inconsistencies, and support issue resolution.

• Investigate customer-specific configurations, business rules, workflows, scripts, extensions, and customizations.

• Troubleshoot integrations with external CRM, ERP, and other enterprise systems, including API, authentication, connectivity, timeout, and data-mapping issues.

• Reproduce reported issues in internal or customer non-production environments when possible.

• Determine whether an issue is caused by the application, configuration, customization, customer data, integration, or environment.

• Provide customers with clear investigation updates, workarounds, resolutions, configuration guidance, and validation steps.

• Escalate confirmed software defects to Product Engineering with relevant logs, screenshots, technical findings, business impact, and reproducible steps.

• Collaborate with Cloud Operations and other internal teams on application availability, deployment, infrastructure, and performance-related issues.

• Support patches, hotfixes, emergency deployments, and post-deployment validation when required.

• Prepare Root Cause Analysis reports, Knowledge Articles, and internal troubleshooting documentation.

• Monitor assigned cases and ensure timely acknowledgement, investigation, communication, and resolution within applicable service-level targets.

• Participate in priority-incident troubleshooting calls and coordinate with internal teams until the issue is resolved or an appropriate workaround is provided.

• Work Schedule: EMEA Support Hours

  The candidate must be willing to work in a shift aligned with European business hours and participate in weekend or on-call support rotations when required.

Required Technical Skills

• 2–4 years of experience in product support, application support, technical support, or enterprise software troubleshooting.

• Experience supporting browser-based enterprise applications.

• Strong SQL skills and experience troubleshooting database-driven applications.

• Working knowledge of Microsoft SQL Server and/or MySQL Database.

• Ability to analyze complex queries, stored procedures, application data, locks, blocking sessions, indexes, and performance issues.

• Understanding of Microsoft .NET-based enterprise application environments.

• Experience reviewing application logs, exception traces, server logs, integration logs, and database findings.

• Familiarity with application-hosting technologies such as IIS, Apache Tomcat, Nginx, or similar platforms.

• Working knowledge of REST and SOAP web services, APIs, XML, JSON, and HTTPS.

• Understanding of authentication, authorization, user roles, SSO, SSL/TLS, certificates, and network connectivity.

• Experience supporting integrations with CRM, ERP, and other enterprise business systems.

• Familiarity with workflow-based, rules-driven, configurable, or transaction-processing applications.

• Basic understanding of Linux and/or Windows Server administration and troubleshooting.

• Experience using case-management, engineering, documentation, and monitoring tools such as Salesforce Service Cloud, Jira, Confluence, Grafana, Graylog, Splunk, or similar platforms.

Preferred Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related technical discipline.

• Experience supporting configurable enterprise applications involving workflows, approvals, calculations, transactions, or business rules.

• Understanding of end-to-end sales, order, approval, or commercial business processes.

• Experience troubleshooting calculation logic, workflow rules, data validations, user access, and customer-specific customizations.

• Familiarity with Salesforce or other CRM platforms and enterprise integrations.

• Experience supporting cloud-hosted and customer-managed enterprise applications.

• Exposure to AWS, Azure, or other cloud platforms.

• Understanding of ITIL-based incident, problem, change, and knowledge-management practices.

• Experience working with geographically distributed Support, Engineering, Cloud Operations, and Professional Services teams.

Communication and Customer-Service Skills

• Excellent verbal and written communication skills in English.

• Ability to understand customer business scenarios and translate them into structured technical investigations.

• Ability to explain technical and functional findings clearly to customers and internal stakeholders.

• Strong customer-service mindset with end-to-end ownership of assigned cases.

• Ability to prepare clear case updates, technical summaries, Root Cause Analysis reports, and Knowledge Articles.

• Confidence in participating in and leading customer-facing troubleshooting calls.

• Ability to manage customer expectations professionally during high-priority incidents.

• Ability to collaborate effectively with technical and non-technical stakeholders across multiple regions.