Software Support Engineer

About the role

A Software Support Engineer provides technical support to customers, field engineers and partners. You will monitor incoming incidents, troubleshoot technical issues, coordinate their resolution and ensure compliance with agreed service level agreements. The position is based in New Belgrade's business district.

Key responsibilities

• Monitor incoming customer calls, emails, tickets and system notifications to identify and respond to technical incidents
• Analyze and diagnose issues and resolve them remotely whenever possible
• Create troubleshooting and resolution plans, propose solutions and coordinate their implementation
• Escalate complex or unresolved incidents to the right technical teams and dispatch on-site support when remote resolution is not possible
• Track incident progress with field engineers and other support teams
• Maintain accurate incident records and up-to-date customer information
• Prepare service reports and incident and exception reports with accurate SLA tracking
• Support the resolution of known software issues and follow up on issues needing fixes in future releases

Required profile

• Relevant IT experience, preferably in IT support
• Understanding of software deployment lifecycles, ITIL processes and change management procedures
• Strong problem-solving, organizational and communication skills
• Ability to troubleshoot technical issues, manage multiple incidents and meet SLAs
• Availability Monday to Friday, in shifts from 9 AM to 5 PM or 3 PM to 11 PM; night shifts and weekends may be required

Required skills

• Microsoft Office, especially Excel (formulas, pivot tables, data analysis)
• ITIL and change management knowledge

What we offer

• Hybrid work model combining in-office and remote work
• Structured training programs
• Work in an international team in modern offices in New Belgrade
• Career advancement and the possibility of converting to a client contract with full benefits