Support Engineer

Summary

Join Encora as a Software Engineer I and contribute to the development and maintenance of impactful software applications. You will work collaboratively within a team, designing, coding, testing, and debugging software solutions. This role provides opportunities to enhance your skills and work on meaningful projects in a supportive remote environment. The position requires a Bachelor's degree in a related field and basic software development experience. Strong communication, troubleshooting, and analytical skills are essential. The ideal candidate will possess a customer-oriented attitude and the ability to work effectively in a multi-site international setting.

Requirements

• Bachelor’s degree in computer science, software engineering, or a related field
• Basic experience in software development through internships, academic projects, or previous roles
• Good troubleshooting and analytical skills
• Good knowledge of programming languages (JAVA/ C/ C++/.Net) and debugging skills
• Good understanding of Unix and Windows operating systems and ability to simulate / debug problems on these
• Excellent verbal and written communication skills
• Enjoys working with people
• Strong customer-orientated attitude
• High level of personal motivation
• Proven capability to own, drive and take responsibility
• Ability to work in an international multi-site environment

Responsibilities

• Assist in the design and development of software applications according to specifications and requirements
• Write clean, efficient, and maintainable code while adhering to coding standards and best practices
• Perform unit testing and debugging to ensure software functionality and quality
• Provide phone/email/video consultation to debug customer problems of low to medium complexity
• Develop excellent communication skills (phone/email) to provide support to the customer base
• Mentor the Associate Support Engineer (IC1) for technical help on Product related issues
• Understand the product issues reported by the customer and reproduce it locally in the support lab
• Provides prompt and accurate feedback to customers
• Work with the senior members in the group to provide workarounds for the customer reported issues
• Escalate issues to senior members in the group when unable to overcome obstacles. Learn from escalated issues and avoid repeated escalations of the same problem type
• Attempt to provide workarounds where applicable to help reduce the need or urgency for Change Requests
• Create Change Requests (CRs) for the defects/enhancements reported by the customer
• Create Knowledge Base articles (FAQ/Solutions) for the Service Requests that have repeat value

Preferred Qualifications

• Java certification/Database certification
• Knowledge / experience of Cloud technology e.g. AWS, Azure, etc
• Knowledge of application security/Web services security

Benefits

Remote work