Software Engineer (Cape Town) at Hexagon Asset Lifecycle Intelligence

Responsibilities

• Role requires you to work through support queue tickets and provide solutions / work arounds for defects reported by clients. You will be working with our technical leadership for the support team to provide quality solutions that are well tested and still delivered in a timely manner in line in with our SLA’s. In some cases, investigation of reported issues would need you to get on a screen share call with the client and investigate issues remotely, so your communication skills are essential for this role (both written and verbal).

Responsibilities

• Responding to customer bug reports or from receipt to resolution (including updating tickets, responding to e-mails etc)
• Identifying and Redirecting non-support items to the relevant department.
• Reporting to and escalating client issues to the Global Support Manager
• Keeping up to date with the details / terms / response times of client support contracts and applying them to ticket resolution
• Reproducing, diagnosing, analyzing and correcting reported defects
• Deploying fixes for (and proposing solutions to) defects that occur in our software on customers sites and elsewhere.
• Interfacing with the end users of the software, and with the partners who are reselling or configuring the software, for training, technical support, feedback etc.
• Working and collaborating closely with members of the global j5 team based in Cape Town and USA

Education / Qualifications

• Degree(s) in Mathematics, Applied Mathematics, Computer Science, Engineering,Information Systems or related field
• 2 to 3 years’ experience in a client facing role is essential
• Excellent client communication and etiquette, with an embedded mindset of delivering a positive customer experience
• The ability to handle multiple, competing priorities while maintaining high quality standards.
• Good team player who is willing to learn and grow
• Knowledge and experience working with one or more programming languages
• Experience with Databases and SQL scripting is an added advantage