Senior Software Support Engineer

Position Purpose:

The Senior Software Support Engineer is part of FoneDynamics Software Development team, and is responsible for the support, maintenance, configuration and deployment of FoneDynamics software and supporting systems.

In addition to day-to-day support of our software systems the role will develop an in-depth understanding of how our systems operate together and with third party systems to ensure stability and uptime.

Key Responsibilities:

Software support

• Primary point of contact for software support requests, diagnosing and resolving software-related issues promptly.
• Oversee development and deployment of bug fixes, and any other support requests.
• Collaborate with senior engineers to escalate and resolve complex issues.
• Use appropriate testing tools to ensure software changes are fully tested prior to deployment.
• Working with internal stakeholders on system requirements and configurations.
• End to end manual testing of telecommunication systems

Documentation

• Develop and maintain knowledge base articles and technical documentation for support processes and solutions.
• Develop user guides to enhance the customer experience.
  

INTERPERSONAL SKILLS

Personal Attributes required

• Problem Solver with strong attention to detail
• Excellent oral and written communication skills
• Self-starter who can manage priorities and their time effectively
• Ability to work with a range of different stakeholders both internally and externally
• Adaptable and able to work in a dynamically changing environment
• Ability to work collaboratively in a remote team setting and shares knowledge and skills
• Innovative approach, seeks ways to improve on past experiences by providing creative solutions
• Integrity performs with honesty, transparency and trust
• Always presents professionally, reflecting a positive attitude and approach to their work
• Demonstrates flexibility to ensure the best outcome is achieved to meet daily operational targets.
• Comfortable working with both internal and external stakeholders on issues.

Qualifications & Experience required

• Degree in computer systems design or computer science, and/or equivalent work experience.
• Proven experience in support of software solutions
• Proficient in using support tools and software, including ticketing systems
• Experience with debugging tools and performance monitoring software.
• Experience testing rest APIs using tools such a Postman/Insomnia.
• Experience in the telecommunications or digital infrastructure industries an advantage.

Critical Knowledge & Skills required

• Strong technical background in software development, particularly the C# programming language.
• Experience troubleshooting database technologies and SQL queries.
• Strong understanding of software development life cycle (SDLC), debugging, and troubleshooting methodologies
• Familiarity with front end frameworks Vue.js 3 and Angular.
• Working knowledge of Redis and RabbitMQ and advantage
• Comfortable with the basics of Git