Senior Technical Support Engineer

Senior Technical Support Engineer Ourense

GDS Link is a group leading provider of technology and service solutions to the financial industry, with market-leading clients across numerous financial verticals. GDS' software provides power and flexibility to rapidly implement and automate comprehensive credit risk strategies, decisioning and processes in the context of virtually any lending and account management platform. The solutions leverage cloud execution to maximize flexibility, accelerate implementation and reduce costs. The GDS group has five international offices including the United States, United Kingdom, Spain and the Philippines. We believe in collaboration, innovation, and excellence, and we’re looking for passionate individuals to help us continue our growth. If you want to work in an environment that’s dynamic, supportive, and full of opportunity, GDS Link is the place for you.

Job Description

We are looking for a highly committed and responsible person with proven strong organizational skills to join the Global Technical Support Team of a fast-growing international software and consultancy company with first class customers predominately in Spain and Europe. Our mission-critical software products are installed at various credit institutions and our clients require assistance to install, configure and troubleshoot our solutions.

As a member of the Global Technical Support Team, the candidate will report to the Head of Client Support performing the following duties:

• Technical support of solutions hosted by GDS Modellica in AWS or deployed to client environments.
• Support software releases and deployments.
• Troubleshoot and diagnose customer issues.
• Manage tickets with SLAs.
• Participate in out of hours support activities and rotas.
• Write and maintain high-quality technical documentation (client specific as well as internal).
• Work closely with the Delivery team providing technical project support of any kind such as:
• Provide hardware and software requirements and IT infrastructure design.
• Installation and configuration of GDS Modellica applications on clients’ servers as well as in the cloud infrastructure (SaaS).
• Perform technical trainings to clients.

As ultimately responsible for the Technical Support Help Desk and Support system, you will provide first class support to our clients post-delivery. The position is based in the Madrid office and most of the work is done at our premises with occasional displacements to clients’ sites.

Requirements

In order to carry out the role successfully the following skills and experience are a must:

• Fluent English (written and spoken) is a must in order to be considered for the position. Knowledge of additional languages is a plus as well as documented experience abroad (outside Spain).
• 3+ years’ experience in a Technical Support role.
• 2+ years’ of documented experience with Amazon AWS or Azure.
• BS, MS, or PhD in a Science related field.
• Strong organizational skills and ability to prioritize among several concurrent tasks.
• Strong sense of responsibility and commitment to go above and beyond to meet deliverables.
• Strong service attitude and initiative to investigate technical issues.
• Accustomed to work under high pressure managing several concurrent tasks.

Required skills:

• Experience of Linux and Windows operating systems.
• Documented experience with Amazon AWS.
• Knowledge / experience with scripting (bash, perl, python or powershell).
• Knowledge of Application Servers.
• Knowledge of SOAP / XML, REST / Json and WebServices / APIs.

Additional skills and experience (“nice to have”):

• Knowledge in writing SQL queries and tuning the queries for optimization.
• Knowledge of MongoDB.
• Knowledge of Spark / Hadoop.
• Experience with helpdesk ticketing system.

What we offer:

• Positive work environment.
• Open-minded culture with innovative products and autonomous working teams.
• Opportunity to be part of challenging projects.
• Full-Time position.
• Development and career growth opportunities.