Product Support Engineer II

C&R Software; Chile; Presencial; CLP 28.000.000 - 42.000.000; Jornada completa

Descripción de la vacante

A technology solutions provider in Canada is looking for a Lead Engineer to provide exceptional product support. This role involves troubleshooting complex issues, collaborating with customers, and ensuring timely resolution of support tickets. Candidates should be willing to address critical issues outside normal hours. The environment is dynamic, fostering continuous evaluation and improvement of support processes. This position has multiple openings and offers a full-time working arrangement.

Responsabilidades

• Involve in troubleshooting activities by analysing logs, running SQL queries, and recreating the problem in internal environments.
• Join collaborative troubleshooting sessions with customers where needed and drive toward a quicker issue resolution.
• Work outside of business hours to resolve critical issues and be available for on-call rota.
• Triage incoming tickets using the provided ticket management tool and ensure timely response to the issues raised by customers.
• Provide efficient and quality communication to customers explaining the actions being taken and the resolutions being implemented.
• Show ownership of the ticket and take it to resolution.
• Work with Engineering, Professional Services, DevOps and other departments to resolve client-reported issues.
• Participate in collaboration meetings to present cases/issues to get feedback and escalate as needed.
• Continuously evaluate product support processes and practices and suggest strategies to enhance efficiency.

Descripción del empleo

About C&R Software

We are a division of Jonas Software, Inc (www.jonassoftware.com), the valued technology partner of over 80,000 customers worldwide in more than 15 countries. Jonas employs over 2,700 skilled individuals consisting of a cross‑section of industry experts and technology professionals. Jonas is headquartered in Canada and operates offices throughout North America, South America, the United Kingdom, Europe, Australia and New Zealand. Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the TSX (CSU.TO).

Job Description

C&R Software (www.crsoftware.com) delivers optimized solutions across the Collection and Recovery lifecycle, empowering organizations to manage their end‑to‑end collections operation more effectively and compliantly.

Collections is an increasingly complex and evolving landscape, but with C&R’s sophisticated systems, it becomes simple for users to drive process automation while having the flexibility to easily adapt to change. Our cloud‑native software is fast and easy to deploy and provides unlimited scale to grow with your business.

C&R Software has evolved over the last 35 years, with its flagship product, Debt Manager, the industry‑leading collections technology trusted by hundreds of organizations in over 50 countries. Given the highly configurable nature of the solution, it supports businesses across many verticals, including financial institutions, governments, utilities and telecoms, collection agencies and debt buyers, and more.

C&R Software specializes in debt collection and risk innovation, compliance, placement optimization, digital transformation, and emerging technology.

Debt Manager deployed in AWS is the only cloud‑native, end‑to‑end collections and recovery platform in the world. It connects collections, recovery, and communications in one system. It prioritizes the consumer journey, automating operational processes and making consumers happy. More than $3 trillion is managed on Debt Manager as a System of Record, offering extensive capabilities unmatched by any other provider.

Key Responsibilities of a Product Support – Lead Engineer

• Involve in troubleshooting activities by analysing logs, running SQL queries, and recreating the problem in internal/lower environments.
• Join collaborative troubleshooting sessions with customers where needed and drive toward a quicker issue resolution.
• Be willing to work outside of business hours to resolve critical issues and be available for on‑call rota.
• Triage incoming tickets using the provided ticket management tool and ensure timely response to the issues raised by customers.
• Provide efficient and quality communication to customers explaining the actions being taken and the resolutions being implemented.
• Show ownership of the ticket and take it to resolution.
• Work with Engineering, Professional Services, DevOps and other departments within C&R through established processes to resolve client‑reported issues in a timely manner.
• Participate in collaboration meetings to present cases/issues to get feedback and escalate as needed.
• Continuously evaluate product support processes and practices, identify areas for improvement and suggest strategies to enhance efficiency and effectiveness.

Business Unit: Jonas Collections and Recovery – Chile

Scheduled Weekly Hours: 40

Number of Openings Available: 2

Worker Type: Regular

More About Jonas Software

Jonas Software is a leading provider of enterprise management software solutions, serving a wide range of vertical markets including hospitality, healthcare, construction, education, personal care, fitness, leisure, moving and legal services, to name a few. Within these markets, Jonas is comprised of over 65 distinct brands, each a respected leader in its domain.

Jonas’ vision is to be the branded global leader across these verticals and to be recognized by customers and industry stakeholders as the trusted provider of “Software for Life.” We are committed to technology, product innovation, quality, and exceptional customer service.

Jonas Software supports over 60,000 customers in more than 30 countries. We employ over 6,000 skilled professionals, including industry experts and technology specialists. Across our broader network, we support a global workforce of more than 30,000 employees.

Headquartered in Canada, Jonas Software has a global footprint with offices around the world. We’re a 100% owned subsidiary of Constellation Software Inc., based in Toronto, publicly listed on the TSX (CSU.TO), and a member of the S&P/TSX 60 Index.