Associate Technical Support Engineer

OrangeHRM Inc. Head Quarters is based in the US and develops the world’s most widely used open source human resource management software. At OrangeHRM, we adopt the latest practices in software engineering that enable us to rapidly meet the demands of our global user base.

Few of our clients …

If you are a Technical Support Engineer who is looking for an advancement in your career, passionate about the latest SaaS technologies, be a part of the exciting team in Sri Lanka.

Overview

We don't follow a script; each day there is a new opportunity to solve a problem, automate a task, or kickoff a new project. You will be exposed to a wide variety of technologies, which fosters multiple opportunities for growth within and across our firm. You will engage with and directly support our clients across the world.

Primary Duties And Responsibilities

• Troubleshooting, identifying, researching and resolving complex application and platform issues
• Provide product related technical and business solutions for client problems
• Prepared to work on the day or the night shift based on the defined Roster
• Upgrade and maintain systems in production servers
• Collaborate with other teams to ensure provided services are efficient, effective, maintainable and sustainable
• Build mutually beneficial, sustaining client relationships
• Serve as the escalation point for complex technical issues raised by Support Engineers and clients
• Participate in customer meetings, providing technical guidance and support.
• Lead onboarding and training sessions for new support team members.
• Work closely with customers to understand their environments and deliver proactive solutions.
• Identify patterns and recurring issues and recommend product enhancements or knowledge base articles.
• Contribute to internal documentation, best practices, and the support knowledge base.
  
  

Competencies And Skills

• Knowledge in web servers such as Apache, Nginx & IIS
• Knowledge in MariaDB, MySQL and RDBMS
• Experienced in Linux.
• Knowledge in Shell scripting
• Excellent written and verbal communication skills in English
• Knowledge in Object Oriented Programming will be an added advantage
• Proficiency in Spanish would be an added advantage
  
  

Education & Experience

• Bachelor's degree in computer science or any other equivalent qualification
• 1-2 years of experience in technical support or application support role
• Experience in support for foreign clients would be an added advantage

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