What you’ll do: 

• Assist our clients and client teams in questions about the functionality and configuration of our SaaS applications 
• Develop documentation and the Technical Support Knowledge Base to reduce troubleshooting time and drive faster issue resolution 
• Develop process and procedures to increase issues resolution by Tier 1 Help Desk staff 
• Troubleshoot software related problems over the phone and remotely 
• Escalate issues to Operations and Development teams with reproducible test cases that replicate the problem 
• Identify the probable source of the problem, whether that is a software application component or a software or hardware problem within the IT infrastructure. Manage end user issue resolution through multiple internal and external teams. 

What you’ll bring: 

• 3-6 years of experience developing / supporting Microsoft .NET web based applications and Windows servers 
• Bachelor's Degree in CS, EE, or related discipline with high academic achievement 
• Experience in troubleshooting various forms of software problems from the server to the client browser 

• Ability to work methodically and analytically in a quantitative problem-solving environment 
• Excellent verbal & written communication skills, preferably with international exposure, inspiring confidence while leading customers through the steps to resolve issues via phone and email. 
• Eagerness to contribute in a team-oriented environment. 
• Working knowledge of Web applications. 
• Working knowledge of Databases like Microsoft SQL Server, PostgreSQL, Oracle, etc. 
• Working knowledge of Webservers like IIS, Weblogic etc. 
• Experience working with XML, JSON, Python, PowerShell a plus