Support Software Engineer

Sophilabs; Entre Ríos; Presencial; ARS 4.464.000 - 7.254.000; Jornada completa

Descripción de la vacante

Sophilabs is seeking a Software Support Engineer who researches, diagnoses, troubleshoots, and resolves customer issues in a timely manner. You will be the go-to resource for the team and help improve service processes.

Responsibilities include identifying solutions to software and hardware issues, assisting customers via calls and tickets, documenting steps, and collaborating across teams to drive product quality and efficiency.

Descripción del empleo

Responsibilities

A Software Support Engineer researches, diagnoses, troubleshoots, and resolves customer issues in an accurate and timely manner. Responsibilities for this position include, but are not limited to:

• Researching and identifying solutions to software and hardware issues


• Solving complex customer issues independently and being a go-to resource for other team members


• Analyzing patterns among support issues


• Ability to solve issues in real-time during client calls


• Establishing processes within the support team to improve efficiencies and output


• Working with all stakeholders to make process improvement that brings efficiency into collaboration with multiple teams


• Assisting customers and teammates through tickets and real-time discussions with research, debugging, tools, processes, detailed -error reporting, and documentation


• Analyzing field issues to provide insights on product quality and process improvement


• Providing support by answering phone calls, emails, and customer inquiries


• Diagnosing and troubleshooting technical issues and performing hands‑on problem solving


• Building and updating the internal and customer‑facing documentation


• Keeping up to date on technical advancements


• Customizing, modifying, and making minor repairs to the existing software


• Any other activity not specified in the list above, but related to software support