Product Support Engineer

SoftwareOne is a leading global provider of end-to-end software and cloud technology solutions, headquartered in Switzerland. With an IP and technology-driven services portfolio, it enables companies to holistically develop and implement their commercial, technology and digital transformation strategies. This is achieved by modernizing applications and migrating critical workloads to public clouds, while simultaneously managing and optimizing the related software and cloud assets and licenses. SoftwareOne’s offerings are connected by PyraCloud, its proprietary digital platform, which provides customers with data-driven, actionable intelligence. With around 7,700 employees and sales and service delivery capabilities in 60 countries, SoftwareOne provides around 65,000 business customers with software and cloud solutions from over 7,500 publishers. SoftwareOne’s shares (SWON) are listed on SIX Swiss Exchange.

• Global contact for our internal/external customers providing Tier 2 Technical Support.
• Support development team in analysing issues
• Reproduce Tier 1/ 2 customer issues in the web portals, analyse root causes and report to Tier 3 / 4 team when required
• Use gained experience by working on support tickets to propose improvements to the web platform
• Supervising and reporting on the status and health of production application
• Collaborate with wider Marketplace Platform organisation to help mature product and service offerings
• Case management within defined SLAs, processes and quality levels.

• Bachelor Degree in Applied Computer Science or Technology(B.tech/BE/equivalent-any Steam)

• 2+ years of experience in 2nd / 3rd level support

  • Deep level debug using tools, logs and techniques.

  • Using 3rd party tools to interrogate application behaviour via API layers

  • Handling customer expectations

• Experience of ticketing systems, ticket lifecycles and ticket management a key requirement

• Experience working with APIs

  • Tools such as POSTMAN and advantage.

• Development experience is helpful

  • Prior experience in non compiled languages, such as Python.

• Knowledge of SAAS products and how users interact with them

  • Experience working with e-commerce platforms an advantage.

• Ability to independently and creatively analyse problems and find adequate solutions

• Good communication and English skills are required, strong presentation and written documentation skills

• Proven experience in crafting and reviewing customer facing documents such as KB articles.

• Must be able to work in rotational Shifts (11AM - 8PM & 4PM – 1AM) - local time.

• Understanding of sales terminology 

• Some experience of using an ERP system is an advantage

SoftwareOne welcomes applicants from all backgrounds and abilities to apply. If you require reasonable adjustments at any point during the recruitment process, email us at Write an email.  

Please include the role for which you are applying and your country location. Someone from our organization that is not part of the decision-making process will be in touch to discuss your specific needs and we will make every effort to accommodate you. Any information shared will be stored securely and treated in the strictest of confidence in line with GDPR.