Support Software Engineer

About the role

Quantanite is seeking a dedicated Support Software Engineer to join our dynamic team in Mumbai, India. In this full-time position, you will play a crucial role in ensuring the smooth operation of our software solutions, providing technical support to our clients, and collaborating with various teams to enhance our product offerings. Your expertise will help us maintain high standards of service and support, contributing to our mission of delivering exceptional customer experiences.

Key facts

What you'll do

• Provide technical assistance and support for incoming queries and issues related to our software products, ensuring timely resolution and customer satisfaction.
• Collaborate with the development team to identify and troubleshoot software bugs, ensuring that issues are documented and communicated effectively.
• Assist in the creation and maintenance of technical documentation, including user manuals, FAQs, and troubleshooting guides to empower clients and internal teams.
• Monitor system performance and user feedback to identify areas for improvement and recommend enhancements to the software.
• Participate in the onboarding process for new clients, providing training and support to ensure they can effectively utilize our software solutions.
• Work closely with cross-functional teams, including product management and quality assurance, to relay customer feedback and suggest product improvements.
• Conduct root cause analysis for recurring issues and develop strategies to prevent future occurrences, enhancing overall product reliability.
• Stay updated on industry trends and emerging technologies to continuously improve your technical skills and knowledge, contributing to the team's growth.
• Assist in the development and implementation of support processes and best practices to streamline operations and improve efficiency.
• Engage in regular communication with clients to ensure their needs are met and to build strong, lasting relationships.
• Participate in team meetings and contribute to the overall strategy for customer support and product development.
• Help maintain a positive and collaborative team environment, fostering open communication and knowledge sharing among team members.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• A minimum of 2 years of experience in a technical support or software engineering role, preferably in a SaaS environment.
• Strong problem-solving skills with a keen attention to detail, capable of diagnosing and resolving technical issues efficiently.
• Proficiency in programming languages such as Java, Python, or JavaScript, along with experience in web technologies (HTML, CSS, RESTful APIs).
• Familiarity with database management systems like MySQL or PostgreSQL and basic SQL query writing skills.
• Excellent communication skills, both verbal and written, with the ability to explain complex technical concepts to non-technical users.
• Experience with version control systems such as Git, enabling effective collaboration with development teams.
• Ability to work independently as well as part of a team, demonstrating flexibility and adaptability in a fast-paced environment.
• Strong organizational skills with the ability to manage multiple tasks and prioritize effectively.
• A customer-centric mindset, with a passion for delivering exceptional service and support.

Nice to have

• Experience with cloud platforms such as AWS, Azure, or Google Cloud.
• Knowledge of ITIL or other service management frameworks.
• Familiarity with Agile methodologies and participation in Agile ceremonies.
• Previous experience in a customer-facing role, enhancing your understanding of client needs and expectations.
• Understanding of software development lifecycle (SDLC) and best practices in software engineering.

Skills & tools

• Programming Languages: Java, Python, JavaScript
• Web Technologies: HTML, CSS, RESTful APIs
• Database Management: MySQL, PostgreSQL
• Version Control: Git
• Cloud Platforms: AWS, Azure, Google Cloud (preferred)
• Support Tools: Ticketing systems (e.g., Jira, Zendesk)

Practical notes

• This position is based in Mumbai, India, and requires the ability to work during standard business hours, with potential for occasional overtime based on project needs.
• Candidates must be eligible to work in India, with visa sponsorship available for qualified individuals.
• Interested applicants can apply through the following link: [Quantanite Careers](https://quantanite.bamboohr.com/careers/690).

Join Quantanite as a Support Software Engineer and become an integral part of a team that values innovation, collaboration, and customer satisfaction. Your contributions will directly impact our clients and help shape the future of our software solutions.