Senior Application Support Engineer in PeopleForce

PeopleForce isthe core ofmodern employee management. Our comprehensiveHR platform isbuilt for easy and efficient management ofthe entire employee experience. Weoffer innovative, streamlinedHR solutions globally. Our platform not only simplifiesHR processes but also enhances business-employee interaction. Wevalue ahigh-performance culture and believe ineach individual’s potential. Weseek enthusiastic innovators who are excited about shaping the future ofHRTech.Joinus totransform traditionalHR into adynamic, efficient, user-friendly experience.Who WeAre Looking For: Mid/Senior Support Engineer Weseek askilled Support Engineer tojoin our team, focusing onthe PeopleForce HRSaaS platform. This role isideal for someone with atechnical background and strong experience working with Web and Mobile applications.The ideal candidate issomeone passionate about solving complex issues and providing exceptional support. The Support Engineer will play acrucial role inmaintaining the reliability and performance ofour HRSaaS solution, ensuring our clients receive the best possible experience.Requirements:Some proficiency inRuby onRails ( 2+years)Experience introubleshooting and resolving complex software application issues.Good experience working with Service Desk tools e.g. Jira Service DeskStrong experience working with Web Applications and Mobile ApplicationsGood knowledge ofSQL and experience with relational databases (e.g., PostgreSQL).Excellent problem-solving skills and the ability towork under pressure.Strong communication skills, with the ability toexplain technical concepts tonon-technical users.Familiarity withHR processes and practices isaplus.2+years ofexperience inasupport engineering role, preferably supporting aSaaS platform.Responsibilities:Provide abridge between the Customer Success Team (1st responders) and the Engineering team.Ensure tickets are responded toand resolved within the SLA periods and escalating Incidents asneeded.Technical Support and Troubleshooting: Provide high-level technical support and troubleshooting for issues, including diagnosing software bugs, database-related issues, and other technical challenges.Programming and Scripting: Utilise Ruby onRails todevelop scripts ormake minor code adjustments toaddress ormitigate issues. Contribute tothe maintenance and enhancement ofthe platform asneeded.Database Management: Execute SQL queries for data retrieval, manipulation, and analysis tosupport issue resolution and report generation. Ensure data integrity and performance optimization.Client Interaction: Communicate effectively with clients tounderstand their issues, guide them through troubleshooting steps, and keep them informed about the status oftheir issues.Documentation and Knowledge Sharing: Create and maintain detailed documentation ofcommon issues and solutions. Share knowledge with the team toimprove overall efficiency and service quality.Feedback Loop: Work closely with the development team toreport bugs and suggest improvements based onrecurring issues orclient feedback.Monitoring and Performance: Monitor the platform for performance issues, identify patterns, and suggest improvements orpreventative measures toenhance stability and usability.Working conditions:The role may require participation inanon-call rotation toprovide support outside ofstandard business hours.Remote work onlyThis position may involve direct interaction with clients through various channels, including phone, email, and chat.English level— Upper Intermediate+What doweoffer?Work with ayoung, modern team ofprofessionals inaninternational company;Ample opportunities for professional growth;Paid Annual leave (20working days) and Sick leave (10working days);100% remote;Flexible work schedule, within 8working hours aday (Mon-Fr);Quarterly and annual social and team-building events;The practice ofEnglish (regular communication with the top management ofthe company inEnglish)Ifthis sounds like something you would like tobepartof, we’d love for you toapply! Qualified candidates are requested tosend their resumes, cover letter, and salary range requirements. Join our team and bepart ofthe ambitious journey!