Product Support Engineer

At Pragma we provide the opportunity for individuals to enjoy their working lives as much as their home lives. We foster a team environment in which each individual is recognized, valued and developed to support our company strategy. We encourage people with disabilities and from diverse backgrounds to apply.

The Support Engineer is the single point of contact and the link between our client users, the implementation specialists, and our software development teams. These stakeholders will look at a feature or technical challenge from their perspective, and you will assist in solving their problems with your knowledge and skills, or by leveraging skills from within your team and organization. The Support Engineer's ultimate aim is to ensure happy and successful clients. Your superpowers include problem-solving, excellent context switching, adaptability, sympathizing with the client, and making them feel as if all will now be well because you're on it. A true bonus is the ability to be proactive and solve issues before they even happen.

Minimum Requirements

• Relevant qualification - BEng / BSc in an Engineering discipline.
• A minimum of 1 Years of relevant working experience.
• Knowledge of database setup
• Knowledge of product support.
• Technical skills (possibly dabbling with some development in your free time).
• Some form of experience, or passion, in working within a client-centric environment.
• Self-driven and willingness to work in a hybrid home-office setup.

Duties & Responsibilities

• Excite clients with consistent, accurate, and friendly product support.
• Diagnose and resolve client issues across the application and database to get to the root cause.
• Triage incoming tickets, gather clear reproduction steps and escalate to development when required so that developers can act on them right away.
• Keep clients updated through the life of an incident, so they’re never left wondering what’s happening.
• Constantly evaluate priorities of incidents and ensure SLAs are met.
• Actively assist with reproducing bugs, identifying improvement gaps, and use your experience with dealing with clients to contribute to ideas for design improvements.
• Willingness to learn and capture a growing understanding of the product in a usable and sharable knowledge base.
• Analyse ticket data to find recurring issues, and suggest fixes, product changes or client training that reduce how many tickets come in
• Run short knowledge-sharing or onboarding sessions for clients and new team members
• Make sure the implementation team’s knowledge is carried over into support when a client goes live.
• Lastly, things will go wrong. When it does, own the problem, constructively drive problem-solving and ensure execution of the plan.