Enterprise Software Support Engineer

Our client is a U.S.-owned intelligent automation software provider in the field of document management. They develop software for everyday use by enterprise clients.Due to the extension of the Enterprise Technical Support team in intelligent automation, we are seeking new colleagues to be based in Budapest, Hungary. What you will do : Take ownership of customer issues and provide enterprise level (2nd / 3rd level) technical support to customers. Provide prompt and accurate feedback to customers over the Salesforce platform Research, diagnose, troubleshoot and identify solutions to resolve customer issues related to application use, design and configuration using Windows diagnostic tools, such as Process Monitor and Event Viewer Communicate complex technical issues to a broad range of customers and departments within the company, such as product management, software engineering, sales, and quality assurance Resolving issues elevated by Associate Technical Support Engineers as needed and directed by management Elevate customer issues to senior support engineers as needed, providing detailed descriptions of problems along with steps taken to analyse the problem. Communicate with Development engineers on the analysis of software issues (Bugs and Enhancement requests) Elevate hot fix requests to support managers for processing based on approved SharePoint protocol Contribute to the knowledge base by creating and maintaining knowledge base articles and other technical documents Prepare test systems for replication of user issues with the KTA software over the VMWare platform What you need to have : Minimum 2–3 years of professional Technical Support experience, ideally at an enterprise level Experience solving complex technical issues (like system bugs, configuration, server issues) SQL knowledge Fluent language skills in English Strong troubleshooting and debugging skills Scripting or coding experience is an advantage. Strong service mentality, client orientation and solution-oriented way of thinking Excellent communication and interpersonal skills Quick comprehension, flexibility, and ability to work under pressure Have experience of developing, improving, and supporting application systems If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.