Software Support Engineer(s)

IE-Dublin
Category
Information Technology
Type
Regular Full-Time

The Company

Location:  Globoforce, 19 Beckett Way, Parkwest Business Park, D. 12. We’re easily accessible by Car, Rail (6 minutes from Park West & Cherry Orchard station), Bus, LUAS and close to shops, restaurant, Gym. 

 

About Globoforce:

Globoforce is a leading provider of social recognition solutions, helping companies build stronger, more human cultures through the power of thanks. Named one of the Best Workplaces by the Great Place To Work® Institute, Globoforce is trusted by some of the most admired companies in the world to inspire and energize employees and create best places to work.

Our award-winning SaaS technology and proven methodologies empower HR and business leaders to take a modern, more strategic approach to recognition programs.

Our best practices and technology are at the heart of the world’s most successful worldwide recognition programs. Recently named Great Place to Work 2016, Digital Technology Company of the Year (Irish Software Association, 2015), as well as named one of the Top Places to Work in Massachusetts (Boston Globe, 2015), Globoforce continues to impact and transform the fundamental nature of organization’s cultures around the globe. Lean more at www.globoforce.com

 

 

The Job

Responsibilities, Skills & Qualifications

Here's just some of what you will be doing;

  • Prioritize and troubleshoot multiple production issues on Globoforce's SaaS Platform.
  • Work closely with our Customer Success Managers and Customer Service teams to log accurate Customer Tickets/ Issues. Keep them updated at different stages, allowing them to give timely and updated status updates.
  • Liaise with our Development, Systems, DevOps DBA, QA and other teams to fix production issues, to agreed SLA's.
  • Determine root cause analysis for issues (E.g. analyzing logs, troubleshooting code etc.)
  • Support all of the software apps running on the Globoforce SaaS platform, troubleshooting and resolving any issues, making sure they are "always up".
  • Troubleshoot customer reporting incidents, using our platform reporting mechanisms. (We use Splunk and have Linux and Tomcat Servers).
  • Fix any queries with platform functionality, working closely with our Development/ QA/Engineering/Customer Success teams, as needed.
  • Implement any customer change requests. (You'll need good SQL skills).
  • Make sure you accurately document solutions in our incident tracking system. You’ll also need to clearly communicate these on time, to internal teams and customers.
  • We want you to share your knowledge and expertise and continuously drive improvements. You can help us create, update and share a knowledge base repository for our teams.

 

Required Skills and Experience:

  • Degree in Computer Science, Information systems or another related IT field. We will consider applicants with a strong technical support experience. (Min 1-2+ years technical support).
  • Previous technical support experience in a Software or SaaS vendor environment.
  • Strong Experience  with SQL (e.g writing SQL queries to troubleshoot complex issues) - a must have.
  • Basic understanding of Java (all our code is written in Java) or any other programming language is an advantage.
  • An excellent Customer Focused attitude –step into their shoes, try different and creative ways to solve issues, keep the teams constantly updated. Be forward thinking and apply learning to avoid repeatable issues etc.
  • Previous experience supporting a SaaS application is a distinct advantage.
  • Excellent communication skills – fluent and spoken English

Perks:

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