Software Service Engineer

Job Description

As a Software Service Engineer (Tier 1 & Tier 2), you will be responsible for providing exceptional customer support for utility software applications. This role requires you to communicate complex technical information to both audiences, work autonomously and collaboratively, and apply ITIL principles.

Requirements

• Bachelor's degree in Computer Science, Engineering, or related field
• Expert knowledge of utility software applications
• Proficiency in English, French and Arabic is a must

Responsibilities

• Validate and manage incoming customer inquiries
• Investigate and resolve incidents and defects
• Perform first-line remediation tasks
• Drive tickets to resolution within agreed SLAs
• Create and update problem records and knowledge management articles
• Support customers in monitoring technical operations
• Administer application accounts, users, and security
• Identify and address security issues
• Perform application health checks and recovery procedures