Software Support Engineer
Unblu Inc., Bulgaria
Job Description
About Unblu
Unblu helps the world's leading banks and insurance companies deliver an in-person experience online. We provide highly secure engagement and collaboration software, enabling financial institutions to enrich the digital experience of their clients.
By choosing a career with Unblu you choose to join an international, and innovation-savvy company. With our head office situated in Basel, Switzerland and additional offices in Bulgaria, Germany, the UK, Canada and the USA, you’ll be joining an international team dedicated to shaping the future of digital engagement. While Unblu is run as an independent company with global scope, we are fortunate to have Swiss Post as our anchor shareholder, providing long term support and vision to the company.
The Role
The Software Support (Technical) Engineer plays an important role as a bridge between the different people such as Support, Ramp;D, SRE, Business Leads and Customers.
If you are up to exploring new opportunities and looking to acquire new skills, join us!
In this role, we will give you the amazing opportunity to learn and work with the most wanted technologies on the market and build your technical skills even further!
Our Software Support team provides technical support to our installed base and cloud customers. We are not a call centre and our primary channel for communication with clients is via email and ticketing system. Some of your responsibilities will be: taking care of customer requests, analysing issues related to product configuration, reporting product related issues while collaborating with Ramp;D, troubleshooting issues related to Mobile App and SDK.
You will have an amazing team of Software Support Engineers, Solution Integration Consultants and Solution Architects to support you through your learning journey and beyond.
You will be working with issues involving one or more of followings :
- Networkcomponents : proxy, WAF, firewall, servers and browsers
- Clusters: Kubernetes, Openshift
- Application Server: Tomcat, JBoss
- Front-end: Javascript, Javascript API
- OS: Linux , Windows
- Integration: Web, Mobile, Chatbot, Videoamp;Audio, Web API
- Other: Web Servers, Databases, Observability, JIRA, Gitlab, Docker, Web technology
Responsibilities:
- Watching the Queue of New Incoming/Updated Tickets (current day) and accordingly taking required actions
- Escalating tickets, which require immediate attention according to their severity, to the right team member to meet SLA
- Watching internal communication and support channels to learn from or to help other company employees.
- Conducting pre-defined processes to verify and deliver software for Cluster or for Application Server for on premise setups
- Analysing of logs related to environment or browser issues
- Simulating customer environment to analyse issues locally
- Analysing and troubleshooting of issues related to WebRTC (including TURN Server, Browsers, Forward Proxy, IP Proxy, etc)
- Doing proof of concept (or testing of implementation) of JS API, WEB API, Chat Bot, etc. internally and delivering the results
- Setting up different setups with different components for verification and troubleshooting purposes
Requirements
- 3+ years of experience on a relevant position and with a technical background
- Self organised, self sufficiency and synthesis skills are very essential
- Fluency in English
- Client-facing experience
- Experience in troubleshooting software issues and finding solutions
- Experience in building strong relationships while working closely with customers
- Ability to be a successful communicator with both internal and external teams
- Detail oriented and out-of-the-box thinker
- Interest in working with the latest technologies, curiosity to investigate issues and find solutions
- Team player who is not afraid to ask questions and to help colleagues when needed
- Open to explore to newest trends in the software world and stay relevant
Benefits
- An interesting and rewarding role in the software Support team of the world's leading live collaboration software manufacturer
- Work in diverse environment: 30+ nationalities across 8 locations
- Flexible hybrid working environment (1 day per week in the office)
- A fantastic opportunity to learn while having access to all the latest tools and equipment
- Our office in Sofia is located in Campus X with lots of perks for the employees
#LI-Hybrid
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