We are seeking talented software engineers to join our Software Support team. These will play a crucial
role in providing technical assistance and support to our enterprise customers, ensuring the smooth
operation and optimal performance of our software solutions. The ideal candidate will possess strong
technical skills in software, particularly in Microservice based components, Web application, RESTful
APIs, .NET, Python, JavaScript, and RDBMS, along with excellent English communication skills to
effectively interact with customers.
Job Description:
● Provide L1 and L2 technical support to enterprise customers via various channels including email, phone, and remote assistance tools.
● Troubleshoot and resolve software issues reported by customers in a timely and efficient manner.
● Collaborate with cross-functional teams including Development, DevOps and QA teams to escalate and resolve complex technical issues.
● Develop and maintain technical documentation, knowledge base articles, and FAQs to assist customers in troubleshooting common issues.
● Perform software installations, upgrades, and configurations for enterprise customers as needed.
● Conduct regular health checks and performance monitoring of customer environments to proactively identify and address potential issues.
● Assist in testing patches, updates, and new releases of software products prior to deployment to customers.
● Provide training and guidance to customers on best practices for using our software effectively.
● Manage the support desk software and issue tracking system to ensure smooth operation and optimal performance.
● Implement best practices for ticket management, escalation procedures, and resolution workflows.
● Regular updating of issue and incident logs, providing end users with a technical solution within Service Level Agreement.
● Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact, and escalation where necessary.
● Stay up-to-date with the latest technologies, trends, and industry developments to continuously improve support services.
Educational Requirements:
● Bachelor’s degree in Computer Science, Information Technology, or a related field.
Skill Requirements:
● 2-3 years of professional experience in software development based on .NET Core, C#, Python, Javascript.
● Strong skill in RDBMS querying using SQL for investigation and insight collection
● Experience with Linux servers, bash scripts.
● Strong proficiency with RESTful APIs and API clients, like: Postman, Insomnia, etc.
● Proven experience in managing support desk software and issue tracking systems, preferably in an enterprise environment.
● Strong technical proficiency with support desk software platforms such as Zendesk, Freshdesk, or ServiceNow.
● Excellent understanding of ticketing workflows, incident management, and problem resolution processes.
● Strong analytical and problem-solving skills with the ability to diagnose and resolve complex technical issues.
● Excellent communication and interpersonal skills with the ability to collaborate effectively across teams and communicate technical concepts to non-technical stakeholders.
● Ability to thrive in a fast-paced, dynamic environment with shifting priorities and tight deadlines.
Job Location: Dhaka
Compensation & Benefits:
● Salary: Negotiable
Other Benefits:
● Weekly Holiday: 2 Days
● Public holidays as gazette by the Govt. and organization’s decision
● Paternity / Maternity Leave
● Festival Bonus: 2
● Salary review: Yearly
● Mobile Allowance
● Health Insurance
● Prayer room facility
● Recreation facility: Indoor Games
● Scope for Professional Development & Career Growth
● Other perks as per Company Policy
Application Deadline: August 10, 2024
Application Procedure: Interested and potential candidates fulfilling the above criteria are requested to apply through Apply Now