Associate Software Support Engineer (Shifts)

Qualco Group; Kentucky; On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Competitive compensation

Ticket restaurant card

Annual bonus programs

Modern IT equipment

Private health insurance

Hybrid/remote benefits

Onsite gym

Learning and development plan

Employee referral bonus

Wellbeing activities

Job summary

Qualco Group seeks a self-motivated engineer to join our Software Support Team and provide high-quality support to our rapidly growing client base. You will work with Service Delivery and Software Development teams and our clients to identify and resolve issues in client environments on a 24x7 rotational shift.

You will handle ticketing, monitoring, and escalation while ensuring regulatory compliance and quality service.

Qualifications

• Degree in Computer Science or a relevant field of study.
• Knowledge of T-SQL.
• Client facing with excellent phone manner.
• High level of ownership and attention to detail.
• Team Spirit and passion for results.
• Firm command of the English language and good verbal and written communication skills.
• Microsoft ETL tools and IIS will be considered as an asset.
• Familiarity with digital banking products will be considered as an asset.

Responsibilities

• Provide 1st level support to clients.
• Pick up client tickets & phone calls to ensure SLA’s are met, analyze, log and track issues and tickets.
• Proactively pick up issues to ensure minimum service disruption for the client.
• Track, monitor, and report client issues while providing periodic updates to both clients and internal teams in a timely manner.
• Understand clients’ installations and processes.
• Monitor alerting mechanism and activate escalation process if issues occur.
• Monitor and report clients’ environments.
• Ensuring that all activities and duties are carried out in full compliance with regulatory requirements and supporting the continued implementation of the Group Anti-Bribery and Corruption Policy.

Skills

T-SQL

Client facing

Ownership

Team spirit

English communication

Education

Bachelor's degree in Computer Science

Tools

Microsoft ETL tools

IIS

Job description

Description

We are Qualco Technology, the technology arm of Qualco Group, with over 25 years of experience in delivering innovative solutions to the financial sector. We serve clients in over 30 countries, helping banks and other financial institutions manage credit and loans effectively while ensuring full regulatory compliance. Our advanced software leverages analytics, artificial intelligence, and digital technologies to support every stage of the credit and lending lifecycle, remaining at the forefront of fintech innovation.

We are looking for a self- motivated engineer to join our Software Support Team and provide high quality support to our rapidly growing client base.

The successful candidate will be working closely with our Service Delivery and Software Development teams, as well as with our clients, to identify and timely resolve issues of our client’s operational environments (24x7 rotational shifts).

• Provide 1st level support to clients;
• Pick up client tickets & phone calls to ensure SLA’s are met, analyze, log and track issues and tickets;
• Proactively pick up issues to ensure minimum service disruption for the client;
• Track, monitor, and report client issues while providing periodic updates to both clients and internal teams in a timely manner;
• Understand clients’ installations and processes;
• Monitor alerting mechanism and activate escalation process if issues occur;
• Monitor and report clients’ environments;
• Ensuring that all activities and duties are carried out in full compliance with regulatory requirements and supporting the continued implementation of the Group Anti-Bribery and Corruption Policy.

• Degree in Computer Science or a relevant field of study;
• Knowledge of T-SQL;
• Client facing with excellent phone manner;
• High level of ownership and attention to detail;
• Team Spirit and passion for results;
• Firm command of the English language and good verbal and written communication skills;
• Microsoft ETL tools and IIS will be considered as an asset; and
• Familiarity with digital banking products (e.g., cards, e-wallets, mobile banking), will be considered as an asset.

Your Life @ Qualco Group

As a #Qmember, you will live out every day in a truly human-centred culture, based on mutual respect, trust, and cooperation. Your performance and commitment to our shared goals will be recognised, and there will be great opportunities to ensure your career growth.

Find out more about #LifeatQualcoGroup qualco.group/life_at_qualco_group

Your benefits

• Competitive compensation, ticket restaurant card, and annual bonus programs
• Cutting-edge IT equipment, mobile, and data plan
• Modern facilities, free coffee and beverages, and indoor parking
• Private health insurance, onsite occupational doctor, and workplace counselor
• Flexible working model, hybrid/remote benefits & home equipment benefits
• Onsite gym, wellness facilities, and ping pong room
• Career and talent development tools
• Mentoring, coaching, personalized annual learning and development plan
• Employee referral bonus, regular wellbeing, ESG, and volunteering activities

At Qualco Group, we value diversity and inclusivity. Your race, gender identity and expression, age ethnicity or disability make no difference in Qualco. We want to attract, develop, promote, and retain the best people based only on their ability and behavior.

Disclaimer: Qualco Group collects and processes personal data in accordance with the EU General Data Protection Regulation (GDPR). We are bound to use the information provided within your job application for recruitment purposes only and not to share these with any third parties. For more details on the processing of your personal data during the Recruitment procedure, please be informed in the Recruitment Notice, before the submission of your application.