Educational requirements: Bachelor
English requirements: Competent English
Requirements for skilled employment experience for years: 3-5 years
Required residence status: Temporary visa, Permanent resident, Citizen
Accept remote work: unacceptable
Key Performance Indicators would be client/sales satisfaction (as reported via feedback surveys and net promoter scores) along with system and support SLAs being met and reduction of client churn.
Responsibilities:
The primary function of the Product Support Engineer is to administer a variety of technical projects related to maintenance of the meltwater applications
Manage, prioritise and troubleshoot a pipeline of tickets, application requests and project activities
Respond to system-generated alerts/escalations relating to any failures on the service platform
Investigate and troubleshoot tickets thoroughly and send out timely and accurate responses
Design and implementation of newsfeed and newsletters for clients
Follow support case management practices, including meeting SLAs and making sure cases are kept up to date in the Support System of Record (Jira)
Clear, concise, and effective communication to customers, vendors, and within Meltwater
Work effectively under high-pressure situations when there are escalations to handle
Required Skills:
Graduation in information technology
Excellent troubleshooting and problem-solving skills
Investigation and diagnostic skills
Good understanding of at least one scripting or programming language, database, and basics of Unix/Linux
SQL/Database experience
HTML, CSS, JavaScript, JQuery, Regular Expression, NodeJS, Python etc.
Fluent English communication skills, both written and spoken
Programming language skills
Experience with MongoDB/NoSQL or MySQL/MSSQL
Desirable:
AWS knowledge is plus
Experience with developing or troubleshooting on social media platforms
Web development skills
UNIX, and scripting
MongoDB, Elastic Search
