Art Technology and Software - Software Support Engineer - C / SQL

We are seeking a proactive and skilled Software Support Engineer with strong technical knowledge and excellent communication skills to provide expert support for SmartVista software products. This role requires a deep understanding of support processes, problem-solving capabilities, and the ability to work collaboratively across teams.

Key Responsibilities :

• Provide telephone and on-site support for SmartVista software products
• Diagnose software issues, localize problem sources, and identify bugs
• Coordinate analysis and reproduction of client issues with cross-functional teams
• Install and configure SmartVista products and assist clients with software updates and maintenance
• Assist in creating and maintaining product documentation and installation instructions
• Participate in testing new releases and software updates
• Maintain and support the operational support environment
• Maintain thorough knowledge of client products and related documentation
• Contribute to building and updating the knowledge base and Q&A for SmartVista products
• Offer professional support to clients, effectively communicating issue details and logging incidents for resolution
• Monitor incident resolution progress and coordinate with resolver groups to meet SLA targets
• Review client request history to assess risks and inform internal teams
• Manage and update client environments for internal testing and verification, documenting updates on Confluence
• Proactively manage support cases to ensure SLA compliance
• Perform any additional duties as assigned

Requirements :

Experience & Qualifications :

(ref : hirist.tech)