Software Support Engineer

Job Description

Nimaworks has been on a mission to empower businesses to build better customer and employee experiences.
Today, some of the biggest organisations in the Greek and Cypriot market use our blend of technologies, consultancy services, and support, to improve how they work and the way they win, retain, and delight their customers. Comprised of Atlassian, Zendesk, and Workato solutions, Nimaworks provides businesses with the tools and skills they need to drive sustainable growth.
At Nimaworks, you will enjoy a friendly and open working environment that values teamwork, integrity, customer commitment, transparency, and simplicity.
Learning will be continuous! You will be trained on all Nimaworks products, which you will need to constantly follow up on to keep abreast of any new features and changes. As our company grows, you will be expected to develop and thrive with us!
About the team
When you join Nimawork's Support Team, you’ll be joining a team that enjoys assisting people with software issues and are able to explain technical details simply. We are a team of 2 support teams (L1 and L2) and we collaborate to investigate and solve all issues with our clients. We are a team of close to 20 members now that are in Greece and Cyprus and we all work remotely as a team.
About the role
We are looking for a Software Support Engineer to join forces with our talented team of solution consultants offering enterprise-level support to clients, analyzing defects and providing solutions, all the while providing a consistent quality experience. If you’re naturally a helper, enjoy assisting people with software issues and are able to explain technical details simply, we’d like to meet you.
At Nimaworks, you will enjoy a friendly and open working environment that values teamwork, integrity, customer commitment, transparency, and simplicity. Learning will be continuous! You will be trained on all Nimaworks products, which you will need to constantly follow up to keep abreast of any new features and changes. As our company grows, you will be also expected to develop and thrive with us!
What you'll be doing
- Responds to clients’ questions on products configuration and delivery, offering clarifications, support and incident resolution- Performs triage, root cause analysis, debugging, and solves problems across one-to-many Nimaworks products, in close collaboration with the Solution Delivery Manager and/or the Business Analyst- Seeks for 2nd level support assistance or escalates as necessary- Adds new or enhances existing documentation and updates the ticketing system, aiming to improve Nimaworks’ self-help knowledge base, but also acting as feedback funnel directly to Solution Delivery teams, offering insights and recommendations gathered from client interactions- Participates in all scrum ceremonies, including daily stand ups, reviews, and retrospectives- Prepares accurate and timely reports

What we're looking for
- Hold a degree in a relevant field, like Computer Science, IT or Software Engineering- Fluent in English, both written and spoken- Strong triage skills (including debugging and issue resolution), creative problem solving and logical decision making- Strong customer relations skills for client-facing work- Ability to work independently and have good organisational skills- Ability to work in a team and communication are among your strengths- Knowledge of Atlassian products (Jira, Confluence, Bitbucket etc) as well as agile development methods (e.g. Scrum) is desirable- Experience in Support services, and/or as admin of a critical system for large end-user community in either cloud-based or behind-the-firewall solution is highly encouraged- Understanding of technologies for OS (Windows server, Linux, Unix), SQL databases (MySQL, PostgreSQL, Oracle, MS SQL), and networks (proxies, LDAP, Active Directory, etc.) is an added advantage

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Nimaworks is an Equal Opportunity Employer. We are committed to creating a diverse environment, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, or age.