Support Engineer - Cape Town at Pragma Global

The Support Engineer's ultimate aim is to ensure happy and successful clients. You should feel as if you do not want to rest until you get a thumbs up or smiley face, perhaps even a muscle flex if you're really good. 

Your super powers include problem solving, excellent at context switching and adaptability, sympathising with the client and making them feel as if all will now be well because you're on it. A true bonus is the ability to read people's minds and solve issues before they even happen.
    
Minimum Requirements    

• 0-2 Years relevant working experience
• Relevant qualification - BEng / BSc would be preferred
• Knowledge of software development and cloud hosting
• Knowledge of product support
• Technical skills (possibly dabbling with some development in your free time)
• Some form of experience, or passion, in working within a client-centric environment
• Self driven and willingness to work in a hybrid home-office setup
• Hungry, humble, smart (as defined by Patrick Lencioni)
• Know who Patrick Lencioni is

Duties & Responsibilities    

• Excite clients with consistent, accurate and friendly product support    
• Constantly evaluate priorities of incidents and ensure SLAs are met    
• Ensure that the product support processes are well defined, in place and adhered to    
• Plan and coordinate deployment of apps with product owners and scrum masters, and communicate these plans with clients    
• Actively assist with reproducing bugs, identifying improvement gaps and use your experience with dealing with clients to contribute to ideas for design improvements    
• Willingness to learn and capture growing understanding of the product in a usable and sharable knowledge base    
• Lastly, things will go wrong. When it does, own the problem, constructively drive problem solving and ensure execution on the plan