Description
We are looking for a Solutions Support Engineer who will be the first point of contact for customers facing technical issues. She/he will ensure timely and effective issue resolution, maintain high customer satisfaction, and collaborate closely with internal teams to deliver value. Acting as a key liaison between clients, development, and professional services, she/he will also contribute to professional services projects, support sales efforts, and help drive adoption and product improvement:
Your missions ?
As a Solutions Support Engineer, your responsibilities will be.
- Receive and manage customer issues, ensuring accurate information collection and professional communication within SLA guidelines,
- Work closely with technical teams to resolve issues efficiently.
- Provide clear updates to customers throughout the support process.
- Identify and implement temporary solutions where possible.
- Document all interactions in the appropriate systems.
- Participate in client projects as needed, including enterprise architecture and technical discovery work.
- Serve as project lead or project manager for smaller implementations.
- Be prepared to work on-site with customers as project requirements dictate.
- Collaborate with internal teams to ensure successful delivery.
- Consolidate customer feedback and relay product/service insights to internal teams.
- Recommend process improvements and contribute to documentation updates.
- Stay up to date on product changes and industry trends.
- Promote product updates and encourage effective customer use.
- Act as a trust advisor to ensure customer success and adoption.
Who are you ?
- You have a solid understanding of networking, troubleshooting, and basic system administration.
- You are familiar with software development principles and IT environments.
- You are proficient with Windows, macOS, and Linux systems.
- You are a quick learner and can adapt to new tools and technologies.
- You have experience with tools such as Jira, Confluence, Microsoft Teams, Outlook, and Salesforce.
- You have strong organizational, time-management, and problem-solving skills.
- You are able to explain technical concepts clearly to non-technical audiences.
- You are flexible, calm under pressure, and customer-focused with a consultative mindset.
- You have excellent verbal and written communication skills.
- You are a team player with strong listening and collaboration abilities.
- You hold a degree in IT, engineering, or equivalent experience.
- You have between 2–5 years in technical or customer support roles.
- Prior experience with support platforms and project tools is a plus.
- Mandatory knowledge of Informix products and 4GL languages
- Any exposure to Genero BDL is a bonus
