Software Support Engineer

We are seeking a proactive and technically skilled Software Support and Maintenance Engineer to provide ongoing support, troubleshooting, and enhancement of our deployed software systems. The ideal candidate will work closely with end-users, developers, and system administrators to ensure system stability, resolve issues, and maintain software documentation. This role may require occasional work after office hours or on weekends to support urgent issues or scheduled maintenance.

Key Responsibilities:

• Provide Level 1 and 2 support for software applications used by internal teams or clients.
• Diagnose and resolve software incidents, bugs, and performance issues.
• Collaborate with the development team to escalate and track unresolved problems.
• Perform regular system monitoring, maintenance, and patching.
• Document issues, solutions, and changes in the support knowledge base.
• Assist in software deployment, updates, and configuration tasks.
• Participate in the improvement of support processes and automation of common tasks.
• Ensure compliance with security, data protection, and operational standards.
• Provide training or guidance to users when needed.
• Maintain communication with stakeholders regarding issue status and resolution timelines.
• Be available for after-hours or weekend support as required for critical incidents or planned maintenance.

Requirements:

• Diploma or Degree in Computer Science, Information Technology, or a related field.
• Or with min 2+ years of experience in a software support or maintenance role.
• Familiar with SQL, scripting languages, and server environments (Windows/Linux).
• Good understanding of software lifecycle and support practices (e.g., ITIL).
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Experience with ticketing systems (e.g., Jira, Zendesk) is a plus.

Preferred Qualifications:

• Experience with APIs, web applications, or cloud-based systems.
• Knowledge of software development frameworks and DevOps tools.
• Basic understanding of cybersecurity principles.
• Familiarity with JSON format and structure.