Support Consultant
Aptitude Software
JavaLinuxSQLUnix
Job Level
Mid-LevelSenior
Tech Stack
JavaLinuxSQLUnix
About the role
- Providing an advanced level of functional and technical support to Aptitude Software’s customers regarding the company’s product portfolio
- Engaging with company’s clients through skillful analysis, effective communication, coordination and cooperation with product management and development teams to timely resolve incidents and requests
- Maintaining a high level of client satisfaction
- Obtaining detailed and accurate information relating to the business impact of client’s issues using effective questioning and troubleshooting techniques
- Replicating, investigating, and diagnosing issues
- Analyzing log files using standard debugging concepts
- Working closely with internal Aptitude Software teams on escalated functional and technical issues, and product roadmap changes
- Documenting issues for further diagnostic of root cause isolation when needed
- Gathering and presenting client insights to teams across Aptitude while adhering to processes that ensure consistent and repeatable results
- Liaising with Support management in North America, the UK and Poland
Requirements
- Educated to at least Bachelor’s degree
- Previous experience in a similar role
- Analytical mind-set
- Problem-solving
- Process-driven and Quick learner
- Self-motivated with ability to work independently
- Excellent interpersonal and communication skills
- Previous experience supporting enterprise finance software products (Advantageous)
- Understanding of accounting principles (Advantageous)
- Experience in Banking, Telco, High-Tech, or Insurance sectors (Advantageous)
- Business analysis and testing experience (Advantageous)
- Good understanding of relational databases
- Good knowledge of SQL language
- Good knowledge of Unix/Linux operating systems and tools
- Knowledge of software debugging and profiling tools
- Ability to read and understand source code in programming languages like Java/C/C++/C#
- Ability to create simple ad-hoc programs or scripts
- Availability to cover 8 hour shifts during extended day hours (06:00 – 24:00)
- Ability to be on call-out (standby) at night and occasionally cover public holidays and weekends
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