Software Product Support Analyst

Contract role – Software Product Support Analyst – 3-6 months

The opportunity

My client is looking for an experienced Software Product Support Analyst with a strong work ethic and problem-solving mindset to work on numerous assignments for their clients.

About the client

My client are a market leading product provider of data technology for FS clients. My client’s product provides more detailed insight into the counter party risk profile.

You will be working within a small, highly-effective team. Candidates who are comfortable communicators, confident leaders and highly driven to produce high quality work are encouraged to apply.

The role:

You will work with a senior software development team in delivering their ‘world class software product support’.

You will have:

· a minimum of 3 years’ experience providing L2 support for a software product.

· knowledge of Windows Server and Linux operating systems and experience of managing, and a technical understanding, of new client software installs.

· excellent communication and analytical skills will help you identify issues from system users and accurately relay them to the next level of support.

· experience assisting in building a world class support experience to their clients.

· experience working to tight deadlines in a ‘start-up’ culture will be helpful.

What we are looking for:

· Minimum of 3 years’ experience providing level 2 support for a software product

· Practical experience of working with Windows Server and Linux operating systems

· Practical experience of supporting web-based applications

· Working knowledge of HTTP, public/private key encryption

· SQL experience is necessary in order to investigate/resolve data issues

· Experience of docker or other containers is a bonus

· Experience of Windows and Linux shell scripting

· Excellent problem-solving skills and able to use their initiative to diagnose new symptoms to address root cause

· Must be able to work well under pressure

· Excellent communication skills are a must, the candidate must be able to extract key information about issues from system users and relay this accurately when necessary to the next level of support

· A ‘can do’ attitude is key

Responsibilities include

· Assist in building a support team focused on delivering a good experience for our clients

· Help identify and promote good practices/procedures amongst the team

· Identify and feedback product enhancements that improve overall customer experience

· Commissioning new environments/new client installs

· Software upgrades of environments

· Backup/restore of databases

· Problem solving user issues

· Creating any necessary tools/scripts that help resolve issues efficiently

Contract role – Software Product Support Analyst – 3-6 months

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