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Contract role – Software Product Support Analyst – 3-6 months
The opportunity
My client is looking for an experienced Software Product Support Analyst with a strong work ethic and problem-solving mindset to work on numerous assignments for their clients.
About the client
My client are a market leading product provider of data technology for FS clients. My client’s product provides more detailed insight into the counter party risk profile.
You will be working within a small, highly-effective team. Candidates who are comfortable communicators, confident leaders and highly driven to produce high quality work are encouraged to apply.
The role:
You will work with a senior software development team in delivering their ‘world class software product support’.
You will have:
· a minimum of 3 years’ experience providing L2 support for a software product.
· knowledge of Windows Server and Linux operating systems and experience of managing, and a technical understanding, of new client software installs.
· excellent communication and analytical skills will help you identify issues from system users and accurately relay them to the next level of support.
· experience assisting in building a world class support experience to their clients.
· experience working to tight deadlines in a ‘start-up’ culture will be helpful.
What we are looking for:
· Minimum of 3 years’ experience providing level 2 support for a software product
· Practical experience of working with Windows Server and Linux operating systems
· Practical experience of supporting web-based applications
· Working knowledge of HTTP, public/private key encryption
· SQL experience is necessary in order to investigate/resolve data issues
· Experience of docker or other containers is a bonus
· Experience of Windows and Linux shell scripting
· Excellent problem-solving skills and able to use their initiative to diagnose new symptoms to address root cause
· Must be able to work well under pressure
· Excellent communication skills are a must, the candidate must be able to extract key information about issues from system users and relay this accurately when necessary to the next level of support
· A ‘can do’ attitude is key
Responsibilities include
· Assist in building a support team focused on delivering a good experience for our clients
· Help identify and promote good practices/procedures amongst the team
· Identify and feedback product enhancements that improve overall customer experience
· Commissioning new environments/new client installs
· Software upgrades of environments
· Backup/restore of databases
· Problem solving user issues
· Creating any necessary tools/scripts that help resolve issues efficiently
Contract role – Software Product Support Analyst – 3-6 months
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