Support Engineer - Customer Success

Openbravo
Join the revolution and work with Openbravo

Job details

  • Full-time
  • map markerPamplona, ES
  • cardRequires Work Permit
    Requires that you're a citizen or have a valid work permit / visa sponsorship to work in the country in which this position is based.
  • routeSenior
  • routeRequired language: English
  • routeNice to have language: French
  • Maintenance & Support
  • tagMust Have: Software Development, Support EngineersOther Required: Databases, HTML, Java, PostgreSQL, SQL, XMLNice to Have: Databases

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Intro

Openbravo is the global cloud-based Omnichannel software vendor for agile and innovative retail. Our objective is to enable our clients to achieve greater agility and innovation in their Omnichannel retail operations and boost competitiveness through our flexible and adaptable solutions. Do you thrive on working as part of a smart, dynamic team of software and business experts? If so, then Openbravo may be the right company for you! We're always on the lookout for bright minds that want to join us.


We are seeking a Technical Support Engineer to work within the Customer Success Unit organization tasked with providing high caliber troubleshooting services to our top clients and Partners worldwide, being the first the main priority.

The function is of a hybrid nature where you will be troubleshooting customer´s problems while deepening your knowledge of the solution in parallel, by interacting with its written code and getting involved in the development of enhancements as required by the customer base.

As a Technical Support Engineer you will: 

  • Researches and investigates complex issues for Openbravo’s product defects and use logs, traces, dumps, debuggers, reviews product code, scripts, and other tools as a precursor to involvement by the Product Engineering team.
  • Lead and coordinates aged/escalated issues to customer’s satisfaction
  • Lead and participates in projects to improve the business/products/customer Experience
  • Partners with management, Engineering & product release management to highlight customer’s impact and influence the prioritization of defects/issues to create fixes, documentation enhancement to ensure the satisfaction of our customers       
  • Lead others in adopting the product(s), technology, and environmental change. May act as a Designated Support Engineer to some high visibility customers
  • Continuously expand knowledge of the Customer Success Unit best practices, procedures, and systems
  • Provide coaching and mentoring to less-experienced team members to assist in progressing the backlog of problems and prioritize and balance their workload by sharing their expertise
  •  Identify team training needs, collaborates with cross-functional team members to help develop and deliver training content, including engineer onboarding training
  • Assist/Mentor others to prioritize and balance their workload by sharing their expertise
  • Participate in customer engagements (i.e site visits, user group meeting, webinars) sessions as required
  • Leverage and expand relationships with key internal stakeholders (Engineering& Services) to ensure successful interactions that yield progress
  •  Participate in technical design, development, testing, and documentation of plug-ins, modules, or vertical requested by partners
  • Continuously expand product and technology expertise across multiple components & act as a subject matter expert for parts of the product

Main requirements

  • BS or MS in Computer Science, Industrial Engineering or Telecommunications
  • Experience in software development with the following technologies:
    • Java Platform and/or all tiers of an enterprise web application
    •  SQL, PostgreSQL, and Oracle
    • User Interface technologies: XML, HTML, HTML5
  • Analytical thinking & detail-oriented
  • Proven ability to meet/exceed deadlines under pressure in a dynamic environment
  • Initiative, flexibility, and adaptability
  • A 10 % availability & flexibility for business travel
  • Excellent analytical, troubleshooting methodology and problem-solving mentality
  • Ability to handle high pressured customer situations and achieve resolution with a clear sense of urgency
  • Demonstrates technical and professional growth mindset by owning your continuous focus on skills development and leveraging the right opportunities to maintain and progress your skills


Nice to have

  • Data Base Knowledge/experience, POS/Retail and/or business software applications related experience
  • Experience in designing technical solutions and taking the lead in projects & coordinating teams of developers
  • Good written and oral communication skills in French, Chinese and other languages 



Benefits & Perks

  • Young and dynamic company
  • A career in an entrepreneurial firm with huge potential for professional development
  • International team (now 13 nationalities)
  • Flexible working hours
  • Half-day on Fridays and August
  • Team building events
  • Training plan
  • Open work space and open doors policy
  • Darts competitions
  • Free coffee and hot beverages
  • Offices with chill out areas as well as a food corner fully equipped and serviced with healthy and fresh products (fresh fruit, yoghurts and biscuits) 


Apply now

Sign up to apply

Or sign up to refer and earn a reward of €300