Banner Default Image

Support Engineer

Back to Job Search

Support Engineer

Posted 14 days ago

Join the Access Family and see how we make software ideas become a reality! Our core value of 'Love work, Love life, Be You' has been central to our success and so we're looking for people to join us who share our passion for making things better every day, to help us become a top 10 Software company.Are you ready for the challenge? What are we all about? At Access we love software and how technology never stays the same. It's this obsession that drives us to work closely across sectors to understand the business needs of our customers - from professional services to manufacturing to not for profits and more. We're passionate about helping our customers stay one step ahead of the challenges facing their industry and business. That's why over 1 million users and over 10,000 organisations rely on Access software to help their organisation thrive. Support Engineer We are in search of a dedicated and analytical Support Engineer to join our team. This position offers the flexibility to work remotely, or in our Timisoara office. The successful candidate will be instrumental in providing technical support, ensuring our platform capabilities are optimised, and enhancing customer satisfaction. Beyond daily support tasks, the role involves analysing trends, identifying product improvement opportunities, and maintaining a customer-centric approach in all activities. Key Responsibilities: Provide technical support for our Analytics and Data Management solution, including troubleshooting, issue resolution, and proactive maintenance. Gather necessary information from first-line support personnel to accurately resolve customer inquiries. Effectively prioritize and triage incoming support issues based on urgency and impact. Utilize strong SQL skills to write efficient queries and perform data analysis. Demonstrate a deep understanding of various data sources and the ability to apply data transformations and aggregation techniques. Engage with clients to understand their needs and provide tailored solutions, ensuring a positive customer experience. Collaborate with the development team to escalate and resolve complex technical issues. Conduct regular analysis of support cases to spot common trends and underlying issues, using these insights to recommend product improvements. Work closely with product and engineering teams to suggest enhancements aimed at reducing future support workloads and improving product functionality. Maintain a strong focus on customer needs, ensuring all actions contribute to a positive customer experience. Requirements: Proven experience in technical support or a similar role, preferably in the analytics or data management context. Proficiency in writing efficient SQL queries and working with relational and non-relational databases. Familiarity with different types of data sources, data transformation, and data aggregation methods. Understanding of different data visualisation techniques, data filtering and data relationship. Strong communication and interpersonal skills, with a focus on delivering exceptional customer service. Ability to work independently and as part of a team in a fast-paced environment. Analytical mindset, capable of identifying trends and making data-driven decisions. A customer-focused approach, dedicated to delivering high-quality support and service. Bachelor degree in Computer Science, Information Technology, or a related field, or equivalent experience. Desired Skills: SQL, relational and non-relational database understanding. Understanding of REST APIs, authentication methods. Familiarity with any customer support ticketing systems. Knowledge of software development processes and the ability to collaborate effectively with product teams. Strong problem-solving abilities and creative thinking. Work Environment: This role offers the flexibility to work fully remotely, or in our Timisoara office.Infrequent travel to the Timisoara office or other locations may be required for team meetings or professional development opportunities.The position is designed to foster collaboration and innovation, ensuring team members stay connected and engaged. What does Access offer you? We are a growing software company and we deliver on what we say we do! We take the development of our people very seriously! We will work with you to carve out your success plan and an opportunity to accelerate your career and make a real difference.Healthy, friendly, and inclusive culture Work - life balance Hybrid/Remote working Flexible working hours Competitive salary package Great Holiday Package (starting from 25) Charity day - day off paid by the company for volunteering activities Private Healthcare - Life Insurance Sport Allowance Meal tickets Referral Bonus Christmas Bonus Big Break - all-inclusive holiday paid by the company Other benefits At Access we're all about helping everyone Love Work, Love Life and Be you. Why? Because we believe people can only be their best when they can be themselves. So, if you are excited about this role, but your past experience doesn't match perfectly, we'd still love to hear from you. You might just be who we are looking for. We love the fact that we're all different. We believe by having more diverse perspectives at work improves how we run our business, helps us to better support our customers, and when you think about it, it's just more fun! What's holding you back? Come and be part of our Amazing Access Family! Love Work. Love Life. Be You.