L2 Support Consultant

The key responsibilities are:

• Providing an advanced level of functional and technical support to Aptitude Software’s customers regarding the company’s product portfolio.
• Engaging with company’s clients through skillful analysis, effective communication, coordination and cooperation with product management and development teams, in order to timely resolve incidents and requests.
• Maintaining a high level of client satisfaction.
• Obtaining detailed and accurate information relating to the business impact of client’s issues, utilizing effective questioning and troubleshooting techniques.
• Replicating, investigating, and diagnosing issues.
• Analyzing log files using standard debugging concepts.
• Working closely with internal Aptitude Software teams on escalated functional and technical issues, and product roadmap changes.
• Documenting issues for further diagnostic of root cause isolation when needed.
• Gathering and presenting client insights to teams across Aptitude while adhering to processes that ensure consistent and repeatable results.
• Liaising with Support management in North America, the UK and Poland.

That’s all important, true, but ...

... in reality the only thing that matters is to (paraphrasing Pratchett’s words) “not only to find out whodunit, but howdunit too” not even being sure “what they dun”. So, if you have that detectivistic mind-set and enough technical knowledge to pinpoint evidence - you will be very welcome in the Second Line Support team. CSI for software, yeah!

The ideal candidate will have the following skills, attributes & experience:

• Educated to at least Bachelor’s degree
• Previous experience in a similar role,
• Analytical mind-set, Problem-solving, Process-driven and Quick learner
• Self-motivated with ability to work independently.
• Excellent interpersonal and communication skills

Advantageous Skills:

• Previous experience supporting enterprise finance software products
• Understanding of accounting principles
• Experience in Banking, Telco, High-Tech, or Insurance sectors
• Business analysis and testing experience

Technical skills:

• Good understanding of relational databases
• Good knowledge of SQL language
• Good knowledge of Unix/Linux operating systems and tools
• Knowledge of software debugging and profiling tools
• Ability to read and understand source code in programming languages like Java/C/C++/C#
• Ability to create simple ad-hoc programs or scripts

Availability and work pattern:

• Needs to cover 8 hour shifts during extended day hours (06:00 – 24:00),
• Being on call-out (standby) at night may be required,
• Occasionally cover on public holidays and weekends may be required (being on call-out rather than office work).