Software Support Engineer II



Software Support Engineer II

Trizma is a Business Process Outsourcing company. Trizma is a part of the M+ Group, the leading BPTO provider in Southeast Europe. Customer Care is our core. Individual dedication, team expertise, and passion involved in each interaction with clients and customers represent our commitment to reliable service delivery.

The Software Support Engineer works in a complex technical environment, resolving and providing solutions to customer problems. If identifying, designing, and developing solutions for product and system problems as well as communicating with internal and external organizations to resolve problems whilst maintaining full ownership sounds interesting to you, take a closer look at the main duties of this position:

  • Offering input and gaining knowledge as a subject matter expert on products, systems, and services
    • Knowledgeable across the related LOB product range including all solutions currently released and supported, but may require assistance to progress an incident out with assigned product solutions
    • Knowledgeable of assigned product solutions and can investigate issues and very infrequently require assistance
    • Very knowledgeable on specific areas of solutions to SME level and can assist others with investigations
    • Basic knowledge on 3rd party products used within customer solutions
    • Mentoring and assisting support peers in product and systems technical details, management of issues, and all aspects of the respective role
  • Designing corrective actions to resolve product or system problems with no known solutions
    • Gathering and analyzing information, formulating and testing hypothesis
    • Identifying, designing, developing, and validating the solution
    • Collaborating and communicating with other technical suppliers
    • Managing multiple issues of differing stages of investigation and priority without assistance
  • Actively participating in making the team successful by achieving the team objectives
  • Enhancing customer service by dealing with all incidents professionally and adhering to SLA
    • Ensuring customers are kept updated with the current status of the investigation
    • Customer escalation management with some assistance
  • Recording and communicating solution creation information in a timely manner
  • Acting as a Knowledge Domain Owner representing the respective team or organization in regard to center-level knowledge sharing requirements
  • Enhancing individual performance and career development by focusing on technical areas and personal skills outside current areas of expertise
  • Proactively searching for trends in product quality and system issues and initiating corrective action

What we expect from you:

  • Bachelor of Science or Master of Science degree in a discipline related to the product technology – usually electrical, mechanical, computer engineering, or computer science
  • Minimum of 3 years software related job experience (support/development)
  • Advanced knowledge of the English language
  • Good communication skills
  • Ability to work effectively in a team environment composed of peers and cross-functional members
  • Ability to research problems with no known solutions and design solutions for identified problems
  • Problem solving, attention to detail and analytical skills
  • Ability to prioritize in a fast-paced environment
  • Ability to work flexible working hours
  • Willingness to travel at short notice as required

What you will get from us:

  • Hybrid model of work
  • Competitive and regular earnings
  • Opportunity to develop skills through paid training
  • Work in a large, international team
  • Advancement opportunities/Career development

If you want to give yourself a try in the new role, apply and join us!

Only shortlisted candidates will be contacted. Good luck!


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