Software Support Engineer

Job Description

Working at Adaptavist
The Adaptavist Group is a global family of companies with a common goal. We combine the best of teamwork, technology, and processes, helping all kinds of businesses be better today and tomorrow.
We are experts at delivering enterprise software, tailored solutions, and quality services across some of the world’s most trusted technology ecosystems, including Atlassian, AWS, Slack, GitLab, Monday.com and Aha!
We make change happen. From anywhere.
Our flexible, remote-first way of working means that work can fit around your life, rather than your life fitting around work.
About the role
The Software Support Engineer role is required to work as part of a fixed shift to support our growing customer base across the World.
Our Support Engineers are responsible for ensuring our customers receive world-class support, enabling them to get the most out of our products. They are also responsible for feeding back into the SDLC by flagging bugs and suggesting new features.
Each agent works five days per week, eight hours per day. We cover APAC, EMEA and AMER hours, which enables the Product Support Team to provide 24/7 Support.
In this role, you will be required to work from Sunday to Thursday from 6.00AM to 2.00PM Malaysia time.

What you'll be doing

• Helping customers to troubleshoot and diagnose technical problems they may experience when using Adaptavist products.
• Testing and reproducing customer problems in a local instance.
• Advising customers how to resolve technical problems that they may experience.
• Creating bug reports and feature requests to improve our products.
• Understanding Groovy and Java scripting languages.
• Outlining best practices to customers.
• Upholding the support standards outlined in our Service Level Agreement (SLA)
• Collaborating with other Support Engineers and Developers to diagnose, reproduce and resolve technical problems.
• Helping customers quickly understand how our products help their business.
• Communicating with customers through our support portals and other tools.
• Providing world-class customer service experience for all Adaptavist customers.

What we're looking for

• Experience in programming /coding
• Experience in a customer-facing role in a technical environment
• Ability to quickly grasp complex technical concepts and make them easily understood in text and pictures
• Excellent written and verbal skills in English

A few nice to haves

• Experience in Java (or Groovy)
• Experience in supporting cloud environment
• Experience in with Terminal commands (grep, ls, top, cd, chmod, chown)
• Bachelor's degree in Computing Science (or equivalent) experience
• Knowledge of Atlassian products

#LI-MM1 #LI-Remote
At Adaptavist, we are committed to promoting a diverse and inclusive community, and believe this positively impacts both the creation of our innovative products and our delivery of bespoke solutions to our global customers and our own unique culture. We encourage all qualified applicants, regardless of age, disability, race, sexual orientation, religion or belief, sex, gender identity, pregnancy and maternity, marriage, and civil partnership status. From our family-friendly policies to our flexible work environment we offer a range of benefits and policies in order to support staff from all different backgrounds. If you have any questions, please do ask us.
Check out our WORK180 pageCheck out our Flexa page
We look forward to your application!