We're looking for applicants from Colombo, Sri Lanka; Manila, Philippines; or India who are open to relocating to Timor-Leste for the Technical Support Specialist role.
As a Technical Support Specialist at FreeBalance, you will have the opportunity to contribute to our ongoing success by delivering high-quality, timely technical services during the implementation of our products for our customers across all project deployments. Drawing upon your product/database/solutions expertise, serve as a subject matter expert for technical analysis and specification efforts. Should have 7-10 years of Technical Support Experience.
Main responsibilities:
- Analyze customer issues such as defects and enhancements, and coordinate the delivery to ensure that the customer receives a solution.
- Analyze technical requirements and facilitate the resolution of whether it is a defect fix or a procedure update to the operation of the FreeBalance Accountability Suite that the customer will need assistance with.
- Learn and understand the clients current technical environment and recommend possible modifications to ensure optimization of the FreeBalance Accountability Suite for operational use.
- Act as primary technical contact for the client during the deployment of new features/functions and modules, and provide 1st and 2nd level support for the post-implementation period.
- Provide 1st and 2nd level support to the government using the government's internal issue tracking system and ensuring compliance with the SLA.
- Entering all issues, whether they are flagged defects/enhancements/modifications or queries on operations, into the FreeBalance Customer Portal and then flagging them for internal action into the Internal Systems for further analysis/resolution.
- Ability to travel locally on an as-needed basis.
Requirements:
- University/College Degree in Computer Science, Systems Engineering, Software Programming, or related field;
- Knowledge of enterprise software systems, such as application software and database systems, is required at a minimum.
- Knowledge of Business Intelligence, Dashboard, and Reporting solutions using open source components such as Pentaho, Bootstrap, BIRT, and/or Crystal Reports is required.
- Must have experience in ANSI SQL with experience in administering Oracle, MS SQL, or PostgreSQL Database, including experience in configuring Tomcat Servlet Engine, JBoss Application server, or other industry middleware
- Experience in Database clustering and performance monitoring would be considered an asset.
- Experience in both MS Windows and Linux operating systems;
- Certification in RDBMS, Cloud Hosting, such as AWS/Azure, would be considered an asset
- Excellent client management and organizational ability;
- MUST Read, write, and speak English fluently.
