Associate Technical Support Engineer

Syncron is a leading SaaS company with over 20 years of experience, specializing in aftermarket solutions. Our Connected Service Experience (CSX) platform offers domain-fit solutions for:

• Supply Chain optimization,
• Pricing strategy,
• Service Lifecycle Management (e.g. warranty management, field service management, service parts management, knowledge management).
  
  
  

Our company has a global presence with offices in US, UK, Germany, France, Italy, Japan, Poland, India and group headquarters in Sweden.

We build upon the belief that our greatest strength is our People. Our unique company culture has been appreciated by our Employees.

With this we are winning the hearts and minds of world-leading organizations, such as JCB, Kubota, Electrolux, Toyota, Renault and Hitachi.

About The Team

These days it takes more than a great idea, some capital, and a ping-pong table to get a new business off the ground. Great customer service needs to be a part of your company DNA from day one.

Why is customer service so important? Providing great customer service adds value to the product & also helps in generating more marketing and sales opportunities. Hence meeting your customers’ satisfaction is paramount to keeping your business growing successfully. A happy Customer is the best source of advertisement!!

About The Role

Associate Technical Support Engineer is responsible for maintaining and supervising high transaction volume Java Enterprise Edition applications designed and developed by Syncron. The everyday routine includes handling customer cases reported and managed through a case management tool and providing pro-active supervision for Syncron applications. The nature of the customer cases can be broad, from a simple application functionality question to a complex technical or business inquiry requiring thorough understanding of both the application logic and the customer business to resolve it.

What would you do?

• Providing Technical and Business Support to our customers.
• Configuring Syncron’s products to fulfil customer’s needs.
• Gathering, analyzing, and documenting customer requirements.
• Identifying and reporting enhancement ideas and bugs and channel feedback from the customers.
• Managing cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner in the Syncron ticketing tool.
• Providing fault isolation and root cause analysis for technical issues.
• Publishing documentation in the Knowledge Base, creating/maintaining issue logs, resolution steps.
• Providing configurations, troubleshooting, and best practices to customers.
• Ensuring SLAs are strictly adhered to.
  
  
  

What we expect

• We are looking for candidates with 1–2 years of experience in Technical Support.
• Excellent English skills, both verbal and written.
• Strong troubleshooting and critical thinking skills.
• Experience in IT, SQL knowledge (preferred: PostgreSQL), basic XML, data formats, data transmission technologies knowledge.
• Bachelor’s degree in computer science or another equivalent field.
• Willing to work in US shifts.
  
  
  

The icing on the cake:

• Experience with tools such as Docker, Jenkins, and history of working with AWS hosted applications.
• Business knowledge of SCM
• Knowledge of Java Enterprise Edition solutions or other objective programming language
• Efficient reading of Java source code and experience with bug-fixing.
• Practical experience in Eclipse or a similar development platform.
• Experience with version control systems (git)
  
  
  

Unsure if you meet all the job requirements but passionate about the role? Apply anyway! Syncron values diversity and welcomes all Candidates, even those with non-traditional backgrounds. We believe in transferable skills and a shared passion for success!

#Full-Time

The world is changing. Manufacturing companies are shifting from selling products to delivering services. And we are driving this transformation together with our Customers, by helping them reduce costs and manual processes. We are guiding them on their journey towards a fully connected service experience and making their brand stronger.

Our goal: to make the complex simple.

Visit syncron.com to get to know us better!

If you encounter any case of potential ethical or laws violations, you may submit a report to a dedicated Syncron Whistleblowing Platform here.

You may request Syncron Whistleblowing Procedure via the „ask a question” tab available here.

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