Software Engineer (Customer Support Layer-2)

Top 3 reasons to join us

• Hybrid working model
• On-site opportunities in the US, UK
• Healthcare insurance for employee & 2 dependents

Job description

SUMMARY 

This role is a part of FORTNA’s 24/7 support system, offering Level 2 customer support with constant availability, efficient issue analysis, resolution, and thorough documentation. You'll actively engage with cross-functional teams and stakeholders to expedite issue resolution, ensuring swift customer feedback.

PRIMARY RESPONSIBILITIES INCLUDE

• Taking ownership of individual and department goals as agreed upon with the Software Manager.
• Providing remote support and troubleshooting for legacy WCS systems and WES systems.
• Proficient in technical troubleshooting and software development.
• Proactively collaborate with customers, the Customer Support team, and other stakeholders to clarify issues.
• Responsible for investigating and ensuring timely resolution of issues.
• Responsible for documenting the Root Cause Analysis and steps for resolution each time an issue is resolved.
• Responsible for the development of Stability including software bugs or software enhancements.
• Have open-minded, ready to learn and share new techniques and technologies. We’re welcome to all of your ideas and contribution to improve productivity.

Your skills and experience

REQUIRED QUALIFICATIONS:

• Bachelor’s degree in computer science or related field.
• At least 3 years of experience in Java, enterprise application development, concurrent programming.
• Have experience on troubleshooting to solve issues.
• Proficiency English.
• Good knowledge of object-orientated analysis and design (OOAD).
• Have experience with Maven, Github, Linux, Docker, Oracle/Postgres, Message Broker, ESB, RESTful API development, Microservices
• Excellent oral and written communication skills and the ability to articulate to project members and stakeholders; must be a team player who works well with technical and non-technical resource.
• Strong interpersonal, organizational, time management and problem-solving skill.
• Have experience on maintenance projects as plus point.

Desired qualifications:

• Familiarity working with open-source Linux-based technologies.
• Availability to work on shift patterns to cover 24/7 roster

Why you'll love working here

Being a part of FORTNA, you are offered:

• Flexible hybrid working model (5 working days/week, at least 3 days at office), no timekeeping 
• Competitive salary with annual review 
• 100% official salary during the probation period; 13th-month salary
• Sponsored training and self-development opportunities (English, PMP, CSM...)
• 10% paid working time per week for personal development (attending soft skill courses, reading books, working on side projects, self-teaching any new IT-related concepts)
• Bao Viet Premium health-care insurance for employee and 2 dependents 
• Modern facilities with Laptop Dell Precision 7670 chip i9-12950HX, Ram 64GB, SSD 512GB, RTX A2000 + 2 monitor Dell Ultrasharp U2422HE
• Annual vacations, bi-monthly Happy Hour
• Exciting company outings/events and team building activities, 
• Supportive, international, dynamic working environment and talented, culturally diverse teams
• A large pantry full of snack, drink, and seasonal fresh fruit

Take the deal and let's explore many more benefits!