Senior Cloud Support Engineer

#Bethedifference

Job Description

In this role you are a subject matter expert with strong SaaS experience, responsible for complex problem-analysis and resolution: you analyze, diagnose, work together with consultants and clients, liaise with internal development teams, recreate and solve reported problems. You are the go-to person within the team for various customer or product complex issues. You will provide a high level of customer satisfaction through the delivery of technical support to Wolters Kluwer’ customers for our cloud-hosted financial management software applications. You will be working and in regular contact with important players in the international banking industry. You will be based in our office in Cluj-Napoca.

Responsibilities:

• Subject matter expert on SaaS solutions able to provide a high level of technical support and assistance to our internationally customers concerning cloud environments hosting regulatory reporting and risk management applications.
• Configure and run Azure Pipelines to create and maintain customer environments, identify and solve potential issues
• Analyze technical questions or reproduce technical problems and provide or develop appropriate solutions related to the SaaS architecture based on the Azure stack.
• Monitor, identify, troubleshoot server and network issues. Lead the resolution of identified incidents to ensure SaaS environment stability.
• Management of complex technical issues, coordination of customer inquiries, including escalations, ensuring resolution.
• Collaborate with the technical and functional implementation teams which include Application Developers, System Integrators, Database Administrators, System Administrators, Analysts and Consulting professionals.
• Develop and maintain a high level of technical expertise in assigned areas of product functionality and utilize that expertise effectively to enhance team’s delivery, help customers and solve the raised issues.
• Lead technical training sessions. Assess and identify knowledge gaps within the team. Create and implement the necessary training activities.
• Carry out functional acceptance and integration acceptance tests, performance tuning and benchmarks.
• Develop and enhance automation utilities and components to enhance the integration, flexibility and availability of our solution with customers.

Requirements:

• Minimum 2 years of experience as a SaaS support specialist working in a regulatory reporting and/or risk applications environment
• Experience with regulatory reporting and/or risk management applications
• Minimum 1 year of experience with Azure or other cloud platforms.
• Experience with programming, scripting languages: Java, JavaScript, SQL, Batch, PowerShell
• Experience with operating systems: Windows, Linux
• Experience with application servers like Wildfly or JBOSS
• Database knowledge: SQL (MS SQL Server, Oracle) and RDBMS concepts
• Awareness with regards to Application Monitoring Tools (i.e. Grafana)
• Availability for stand-by shifts on monthly level which might require interventions outside the business hours.
• Fluency in English (written and oral)
• Demonstrated experience in managing complex technical issues and coordination of customer inquiries, including escalations
• Strong problem solving and analytical skills.
• Strong organizational, time management and prioritization skills, ability to multi-task and meet deadlines.

Preferred:

• Knowledge on Docker and Kubernetes
• Experience with Azure DevOps, awareness of Azure Pipelines
• Experience with cloud performance tuning and security testing is a plus.
• Performance tuning expertise of databases (indexes, constraints, data integrity, triggers usages)
• Other languages (such as German or French) are a plus.

Our Offer:

• Room for personal development through external, internal training tools and learning and development program #GROW

• Yearly performance bonus based on your seniority

• Referral bonus, meal vouchers, monthly allowance, gift vouchers twice a year

• Corporate Health Insurance

• Mindfulness and Wellbeing programs (Wellbeats, MyQuillibrium, Compsych, Mind & Body webinars)

• Up to 28 days of annual leave based on seniority

• We have a strong Work from Home culture and take into consideration punctual needs and more

• Flexible working schedule