Software Support Job Description
Software support
provides 24/7 production and end user support using tools like Oracle Data warehousing, Oracle Forms, SQL, PL/SQL, Java and Jasper reports.
Software Support Duties & Responsibilities
To write an effective software support job description, begin by listing detailed duties, responsibilities and expectations. We have included software support job description templates that you can modify and use.
Sample responsibilities for this position include:
Provide performance tuning of components and services availability in disaster recovery
Provide end-user support to end users via email, phone, web, and in person
Work closely with engineering, product, project, IT, Sales Training / Helpdesk and external customer support teams to drive prompt resolution of issues
Develop processes, documentation, tools, and workarounds to remediate issues for end users without the need to engage software engineering or other teams
Monitor and own all support related metrics including ticket backlog, average time to close, workload distribution, first response time, resolution time and ticket escalations
Own workforce and resource planning and scheduling
You maximize the use of Telescope, knowledge base, EskoLink
Engineering - Provides engineering expertise to troubleshoot, modify and engineer software solutions and configurations to ensure the product/solution performs within optimal design specifications
Investigation – Investigates and reproduces issues, provides fixes and workarounds and verifies changes to ensure continued operability of the software solution
Analysis - Analyzes production issues from business and the application/code perspective and outlines corrective actions
Software Support Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Software Support
List any licenses or certifications required by the position: ITIL, SSL, MTA, SQL, PC, CISCO, AIX, ISCET, OS, VCP
Education for Software Support
Typically a job would require a certain level of education.
Employers hiring for the software support job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Master's Degree in Computer Science, Science, Computers, Technical, Engineering, Education, Associates, Information Systems, Information Technology, Business
Skills for Software Support
Desired skills for software support include:
Software integrative systems
Tyler products
Java/ C++
Company policies
Contract specifications
Established guidelines
Problem management tools and procedures
Support processes
SQL
Java
Desired experience for software support includes:
Knowledge of Salesforce, Jira, Telerik and crystal reports a plus
At least 3 years of hands on experience with ArtiosCAD in a production, design or education environment
You have a good knowledge of Esko Software products in order to guarantee a professional call registration
You have excellent language skills – English and local languages
You have experience working in a quality system framework
Ability to investigate challenging tickets from Client and close the tickets
Software Support Examples
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Software Support Job Description
Job Description Example
Our innovative and growing company is hiring for a software support. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for software support
- You will provides engineering expertise to troubleshoot, modify and engineer software solutions and configurations to ensure the product/solution performs within optimal design specifications
- You will Investigate, debugs and reproduces issues, provides fixes and workarounds and verifies changes to ensure continued operability of the software solution
- You will demonstrate continuous improvements and increased efficiency to the software or business processes by utilizing Software Engineering tools, innovative techniques and the reuse of existing solutions
- You will contribute to meeting the SLAs and KPIs as applicable for the account and unit - for example, responsiveness, resolution, software quality SLAs, etc
- You will have the opportunity to be exposed to advanced market technologies
- Facilitate the expansion and improvement of the configuration control, taking into consideration business requirements, processes, event correlation and integration of third party applications
- Perform ongoing maintenance of the infrastructure CC tools
- Support releases and patches, working with the infra team in the development center & customer site
- Apply in-depth knowledge of Infra Configuration Control area basic knowledge of several Infra areas, as is applicable to the division’s requirements
- Identification of the problems that are not immediately evident in existing systems or processes
Qualifications for software support
- Involvement in special efforts – project implementation, high workload events
- Issue resolution by being on conference calls
- Support during Production outages
- Analyze and mitigate Production issues
- Analyze and recommend process improvements
- Initiate pro-active efforts in order to increase efficiencies
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Software Support Job Description
Job Description Example
Our company is looking to fill the role of software support. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for software support
- You will introduce continuous improvements and increase efficiency to the software or business processes by utilizing Software Engineering tools, innovative techniques and the reuse of existing solutions
- You will Communicates with internal/external customers to enhance the understanding of customer problems
- Provides technical assistance to customers and to field service engineers on on software driven products
- Assist with Annual Budgeting forecasting processes for IT
- You will maintain ownership for the resolution of complex technical problems, including debugging, simulations, locating bugs, tool and script development for problem diagnosis, troubleshooting and reproduction
- You will be responsible for providing resolution to issues within the parameters of contractual Service Level Agreements (SLAs)
- You will assume ownership and accountability of support for specific modules within an application
- You will serve as an expert on specific module or applications, and deal with complex assignments
- Working knowledge of operating system (for example file transfer)
- Has in-depth knowledge of at least 1 major product
Qualifications for software support
- Production Impact Analysis of functional enhancements
- Spot checking Production, ensure smooth delivery and quick stabilization
- Deep knowledge of C, Unix Programming
- Customer Support focused / product support background
- Experienced using major database
- The ability to demonstrably overcome adversity
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Software Support Job Description
Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of software support. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for software support
- You will review performance and service quality reports and offer service improvements
- You will respond to alerts issued by the system, following up, interacting with affected departments
- You will create and distribute reports
- You will constantly improve the system performance
- You will alert on any deviation from normal behavior of the system
- You will act as first point of contact to the customer, dealing with their requirements and inquiries in a timely manner
- You will design, develop, test and implement software change requests
- Receive, track, respond to and resolves Software issues
- Identify technical issues through problem duplication and manipulation of customer data to correct and improve the software
- Utilize multiple hardware and software tools to troubleshoot a variety of issues
Qualifications for software support
- Knowledge of Perl or ASP are added value
- Write shell scripts and quantifications
- Maintain and responsible for Production SLAs
- You have a good knowledge of Esko Software products in order to guarantee a professional call registration, especially ArtiosCAD
- You have in depth knowledge about the products and markets you support
- Bachelor's degree in Computer Science or Computer Engineering or related field
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Software Support Job Description
Job Description Example
Our growing company is looking for a software support. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for software support
- Maintains current knowledge of the client’s software
- Develop and ensure on-time completion of RPE templates and other deliverables
- Participate in team SCRUM meetings
- Identify, document, and champion RPE best practices and improvements which help engineers be more productive
- Takes ownership of support tasks, investigating the complaint and communicating effectively and efficiently with users experiencing difficulty
- Contributes, where possible, to the verification and resolution of defects identified within the software systems
- Escalates issues of a high priority or severe nature to their line manager
- Utilises, updates and supports the Knowledge Base, contributing details of resolutions and using accessible information to resolve faults
- Works to industry best practices, being responsible for their actions
- Demonstrates a willingness to learn and takes an active interest in technology
Qualifications for software support
- Configure operating systems for various proofs of concepts
- Candidate should have knowledge of hardware maintenance for installation and post-sales support
- This would include racking, powering, cabling (disk array, network) and troubleshooting of software and hardware components
- Knowledge of Joint Capability Areas, the Net Ready
- Key Performance Parameter, and the Universal Joint Task List
- Associates or Bachelor’s degree in graphic arts & 3 years related production experience
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Software Support Job Description
Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of software support. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for software support
- You advice customers on how to anticipate towards future problems and make suggestions to offer a structured solution
- Support and debug field issues
- Handle problem recognition, research, isolation, resolution and follow-up, and refer more complex problems to Sr
- Interpret stack traces
- Understand, troubleshoot, and modify source code
- Determine the root cause of a product failure with limited information
- Use a variety of operating systems, including Linux, Unix, and Windows
- Involved in and participate in daily IT incident management process and operational review
- Design and build various support, maintenance, and metrics gathering utilities
- Define and make suggestions that improve performance and process issues
Qualifications for software support
- Confidant communicator within large group settings or one to one trainings
- 18 months of experience working in a financial institution, a financial services organization, or software support or installation
- Jack Henry Silverlake Software and or 20/20 Software experience
- Self motivated and have the ability to work independently with a minimum of supervision
- Present a good attitude and team ethic
- Thorough understanding of PC’s, DOS and Windows and the ability to learn a wide variety of software applications