Software Support Engineer/Professional Services Engineer (5468)

Key Responsibilities/Accountabilities

• Understanding client needs, gathering requirements, and designing customised solutions to address specific challenges.
• Installing, configuring, and deploying company products or services in client environments.
• Assisting with data transfer from existing systems to the new solution.
• Integrating the company's product with other client systems and applications.
• Identify solutions to improve application availability and stabilise customer experience.
• Providing training to clients on how to use the product effectively.
• Diagnosing and resolving technical issues that arise during implementation or post-deployment.
• Overseeing project timelines, deliverables, and ensuring successful project completion.
• Staying current with the latest product features, industry trends, and best practices.
• Serve as a trusted advisor to clients, offering strategic guidance, best practices, and insights to help them derive the maximum value from our product.
• Conduct regular progress updates, status meetings, and post-implementation reviews with clients to ensure their satisfaction or identify areas for improvement, serving as the internal and external point of contact for client escalations.
• Collaborate with the development and support teams, promptly escalating and resolving technical issues or system discrepancies to maintain smooth operations for clients.
• Work closely with the development team, as well as responsibility for coding the automation of deployment, monitoring and resiliency.

Key Competencies