Application Support Engineer (Intermediate) (Hybrid)

Sybrin; Johannesburg; On-site; ZAR 30,000 - 70,000; Full time

Job summary

An established industry player is seeking a detail-oriented individual to join their remote team as a Service Delivery Engineer. This role involves troubleshooting and debugging critical software issues while maintaining excellent customer relationships. You will have the opportunity to mentor Junior engineers and enhance the customer service experience. The ideal candidate will be skilled in programming languages such as C# and Angular, with a strong focus on problem-solving and customer service. If you are passionate about delivering high-quality solutions and enjoy working in a collaborative environment, this position is perfect for you.

Qualifications

• Minimum 4 years’ experience at an Intermediate level.
• Degree and professionally skilled level required.

Responsibilities

• Ensure service delivery and adherence to contractual obligations.
• Manage the Incident Management System and resolve issues promptly.
• Lead key functions within the Service Delivery team.

Skills

C#

Angular

Typescript

MS SQL

POSTGRESQL

Problem-Solving

Customer Service

Remote Work Technologies

Education

Degree

Professionally Skilled Level

Tools

Office 365

VISIO

DRAW.IO

Job description

Responsible for routine troubleshooting and debugging of code faults in the Sybrin software performing critical functions within corporate customer environments. Responsible for maintaining excellent customer service relationships and upholding the SLA between Sybrin and our customers. Responsible for proactive, preventative maintenance on critical functions in customer environments using Sybrin’s in-house proactive monitoring and automated recovery software. Working in a team is mandatory; strong interpersonal relationships and the ability to work under pressure are crucial.

Apply for this role if you are detail-oriented, customer service-oriented, and enjoy solving complex problems. You will have the opportunity to mentor and coach Junior engineers as an emerging leader and expert in the IS industry with some years of experience. You must be disciplined; this is a fully remote role, and we expect competence in remote work technologies for supporting customers. Willingness to work and support customers on weekends or after normal hours is required, with fair compensation.

Qualifications and Experience :

• Degree + Professionally Skilled Level.
• Minimum 4 years’ experience at an Intermediate level.

Key Responsibilities :

1. Ensure the company's service delivery and adherence to contractual obligations, managing incidents and resolving problems while maintaining production stability.
2. Proactively enhance the customer service experience, prevent recurring incidents, and resolve issues within agreed time frames.
3. Manage the Incident Management System (IMS), ensuring tickets are accurately updated and closed according to SLA standards.
4. Set standards for technical and professional interactions with customers, aiming to exceed expectations and foster trust.
5. Lead key functions within the Service Delivery team, providing guidance to Juniors and supporting initiatives by Support Tech Leads.
6. Handle escalations from Juniors, providing troubleshooting guidance and managing medium to high-impact customer escalations.
7. Uphold company culture within teams, reinforce company values, and share aspects of our culture with customers to enhance brand identity.
8. Deliver high-quality solutions on time, adhering to standards and best practices, and maintain a strong understanding of the solutions supported.
9. Apply deep knowledge of systems and processes to create and execute comprehensive test cases, conducting effective testing and maintaining a test case database.
10. Demonstrate strong technical proficiency, including programming, problem-solving, and adherence to best practices, continuously improving skills and ensuring high-quality solutions.

Critical Technical and Behavioral Skills Required :

• Programming Languages: C#, Angular, Typescript, MS SQL, POSTGRESQL
• Office 365 suite (MS Teams, Excel, Word, Outlook, PowerPoint)
• VISIO or DRAW.IO (for drawing system flows and diagrams)
• Infra / Networking concepts for physical and cloud solutions
• IIS (hosting web applications, managing certificates, debugging)