Application Support Engineer - Tier 2

Do you want to work with a market-leading solution, front-line technology and team-up with driven, dedicated and skilled people?

Inriver is a highly ambitious, global company with high growth in the software industry. At inriver, you are guided by our values and work in an entrepreneurial atmosphere. You team up with amazingly talented people to provide a collaborative platform supporting our globally growing organization.

We invest in your professional growth and with us you develop your skills playing a crucial part in shaping the market for Product Marketing and Product Information Management – right in the center of the global digital transformation.

We are looking for an Application Support Engineer to join our team in the Philippines. Please note that this role is for PH Night Shift schedule supporting our US or EU based customers, applicants should be willing and available to work night shifts on an ongoing basis.

About The Job & The Team

The role is dynamic and multi-tiered, starting with tier-1 support up to tier-3, the ideal applicant will be able to handle complex technical issues with customer facing questions. No day will be the same as you dive into logs and back-end code, communication with customers and partners, working closely with our Business Solution Architects, Developers and Cloud Engineers.

Our Global Support team has the responsibility to provide world-class support to all of our customers and partners to help them achieve their goals using our PIM Service, apps and integrations. The team is spread between Sweden, Philippines and the US and composed of driven team players who work closely together to provide timely, pragmatic, and relevant solutions. Teamwork is vital to what we do and who we are, and we are committed to sharing knowledge within the team and our inriver Community to help each other improve. If we have the knowledge, we shall share it!

As an Application Support Engineer, you will

• Own and resolve support requests from our customers and partners
• Troubleshoot and provide creative solutions to complex technical problems
• Reproduce and debug issues across our SaaS PIM application
• Collaborate closely with your colleagues, including Development, and Site Reliability Engineering teams to meet customer requirements and deliver solutions in a timely manner
• Responsible for honoring our SLAs
• Contribute to our knowledge platform and inriver community
• Proactively identify areas of improvement and contribute to ongoing enhancements of our Support services
  
  
  

You should have

• At least 2-3 years of application & software support experience.
• Strong knowledge of SQL
• Experience with Azure App Insights
• Understanding of basic ITIL processes
• Education level: Preferred: Higher Vocational Education Diploma
• Highly customer-centric, service minded
• English business level
  
  
  

We prefer if you

• Have experience working in an issue tracking system like Zendesk or similar.
• Have experience from similar systems like e-commerce, CMS or others
• Have experience in SaaS support
• Exposure to .Net or similar coding language
• Knowledge about the PIM domain
  
  
  

Inriver is the Product Information Management (PIM) solution that empowers brands, manufacturers, and retailers to take control of the product data current and turn complexity into competitive advantage. Its AI-powered, scalable platform connects seamlessly to upstream systems and downstream channels, enabling continuous optimization of product experiences across every touchpoint. Trusted by more than 1,600 global brands, Inriver accelerates time-to-market, enhances customer experience, and fuels profitable growth. For more information, visit www.inriver.com or follow us on LinkedIn.

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