Software Support Engineer

Sustainability that means business
Who We Are
Sustainability software specialist, AMCS, is headquartered in Ireland, with offices in Europe, USA, Canada and Australasia. With over 1,300 highly-skilled employees across 22 countries, we specialize in delivering technology solutions to facilitate a carbon neutral future.

What We Do
Our innovative SaaS solutions increase efficiency and boost sustainability in resource-intensive industries. Over 5,000 customers across 23 countries already benefit from our Performance Sustainability software, ensuring we deliver practical solutions for improved profitability and environmental resilience across the globe.

Our people
AMCS offers team members more than just a job, but an opportunity to map out a career with a company that is growing, evolving and setting out new ways of working that are having a positive impact on the world around us. AMCS was established in Ireland and holds onto those local roots and 'start-up' mentality with a culture of connection. Connection to our work, our customers, our colleagues and our community that creates a working environment that fosters openness, collaboration and creativity.

A Frontline Support Engineer works as a technical resource within our Customer Support organization to resolve recurring systemic issues and perform root cause analysis.

This role will work directly with clients and other team members to resolve incidents ranging from troubleshooting Server performance issues and analysing application.

They will diagnose complex issues and relay information back to the client in an effective way; and will be able to work with Product and Engineering teams on hotfixes, sprints, and enhancements to the systems as requested by clients.

Responsibilities

• Triage support inquiries and Address and resolve incoming application questions and incidents from end users respond to incoming requests from customers through our support channels (ticketing system, email, phone).
• Reproduce customer issues by impersonating the client to diagnose the problem and resolve basic troubleshooting issues. Follow procedures to escalate to other teams if issue is determined to be a system bug.
• Ability to perform root-cause analysis on recurring system issues
• Record, track, and document the problem-solving process
• Test fixes and perform post-resolution follow-ups to ensure adequate resolution of issues
• Remain current on changes and new features added through regular software updates & releases.
• Other responsibilities as assigned
• Consistently maintain excellent customer satisfaction ratings.
• Provide prompt and accurate feedback to requesters.
• Ensure the support SLA is met on all assigned Support tickets.
• Prioritize and manage several open issues at one time.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Computer Engineering or equivalent experience
• Troubleshooting skills with a high level of self-reliance to resolve complex technical problems
• Experience with Microsoft SQL, .Net, SAP Crystal Reports, SQL Reporting Services, and the Windows Server product line are an advantage.
• Excellent oral and written communication skills with both technical and non-technical audiences
• Ability to work in a fast-paced team environment

Join our mission for a sustainable future and enjoy these benefits:

• Health insurance that covers up to three dependents, available on Day 1
• Hybrid work arrangement
• Shuttle service for convenient transportation
• Complimentary on-site food and coffee
• Allowances
• 25 days leave credits
• Learning platform access offering on-the-job training in essential skills, with centralized progress tracking.