软件集成与支持工程师
Software Integration & Support Engineer
我们正在寻找一位技术娴熟、服务意识强的技术支持与软件集成专员，为客户提供高质量的支持服务，并在客户环境中实现无缝的软件集成。在此职位上，您将与客户、内部开发团队及第三方供应商紧密合作，确保企业级软件解决方案的成功部署、配置和持续优化。
理想的候选人应具备扎实的技术能力，以及出色的沟通和问题解决能力。该职位适合喜欢解决复杂问题、集成软件与外部系统，并帮助客户最大化技术解决方案价值的专业人士。具有财务软件或财富管理平台经验者优先。
客户支持
· 根据既定的服务级别协议（SLA）和性能级别协议（PLA）提供支持服务。
· 解决与软件功能、用户访问和系统配置相关的问题。
· 将复杂事件升级至开发或技术团队，并跟踪直至解决。
· 在支持工单系统中记录问题、根本原因和解决方案。
· 通过文档、网络研讨会和虚拟会议教育客户了解产品功能、更新和最佳实践。
软件集成
· 收集并分析客户的集成需求。
· 安装、配置并集成软件解决方案与客户系统及第三方平台。
· 与开发团队合作设计、测试和验证新的集成方案。
· 创建并维护部署和集成流程的业务和技术文档。
· 提供实施后的支持并优化系统性能。
跨职能协作
· 作为客户、内部团队和外部供应商之间的技术联络人。
· 在售前讨论中为销售团队提供技术支持。
· 将客户反馈分享给产品和工程团队，以指导未来的改进。
· 维护和管理集成环境中的软件配置。
· 在需要时参与项目分析和交付活动。
持续改进
· 识别机会以简化支持流程并提高客户满意度。
· 跟踪新兴技术、集成方法和支持最佳实践。
· 参与持续的培训以提升专业技能。
查看英文原文
We are seeking a skilled and service-oriented Technical Support & Software Integration Specialist to provide high-quality customer support and deliver seamless software integrations across client environments. In this role, you will work closely with customers, internal development teams, and third-party vendors to ensure successful deployment, configuration, and ongoing optimization of enterprise software solutions.
The ideal candidate combines strong technical expertise with excellent communication and problem-solving abilities. This position is well suited to professionals who enjoy troubleshooting complex issues, integrating software with external systems, and helping clients maximize the value of technology solutions. Experience in financial software or wealth management platforms is an advantage.
Customer Support
· Deliver support services in accordance with established Service Level Agreements (SLAs) and Performance Level Agreements (PLAs).
· Troubleshoot and resolve issues related to software functionality, user access, and system configuration.
· Escalate complex incidents to development or technical teams and monitor progress through resolution.
· Document issues, root causes, and solutions in the support ticketing system.
· Educate clients on product features, updates, and best practices through documentation, webinars, and virtual meetings.
Software Integration
· Gather and analyze client integration requirements.
· Install, configure, and integrate software solutions with client systems and third-party platforms.
· Collaborate with development teams to design, test, and validate new integrations.
· Create and maintain business and technical documentation for deployment and integration processes.
· Provide post-implementation support and optimize system performance.
Cross-Functional Collaboration
· Serve as the technical liaison between clients, internal teams, and external vendors.
· Support the sales team by providing technical input during pre-sales discussions.
· Share customer feedback with product and engineering teams to guide future enhancements.
· Maintain and manage software configuration across integrated environments.
· Contribute to project analysis and delivery activities when needed.
Continuous Improvement
· Identify opportunities to streamline support processes and improve customer satisfaction.
· Stay current with emerging technologies, integration methods, and support best practices.
· Participate in ongoing training to strengthen product and technical knowledge.
Education
· Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field.
· Master’s degree is a plus.
· Strong written and spoken English communication skills.
Experience
· 3 to 5 years of experience in technical support, software integration, or service management.
· Experience in enterprise software environments; exposure to financial or wealth management systems is highly desirable.
· Proven ability to improve support processes and enhance client satisfaction.
Technical Skills
· Strong hands-on experience with Oracle Database, including SQL and PL/SQL.
· Experience with CI/CD pipelines.
· Familiarity with cloud platforms such as Amazon Web Services (AWS) and Microsoft Azure.
· Understanding of microservices architecture.
· Experience with software testing tools, including unit and system-level testing.
· Solid knowledge of software design, development, debugging, and deployment methodologies.
· Experience with Apache Subversion (SVN) and other version control systems.
Professional Skills
· Strong analytical and problem-solving capabilities.
· Excellent client-facing, communication, and relationship management skills.
· Ability to manage expectations and resolve conflicts effectively.
· High attention to detail and ability to perform under pressure.
· Fast learner with a proactive and flexible mindset.
· Willingness to work outside regular business hours when necessary to resolve critical issues.
· Willingness to travel internationally on occasion.
Preferred Qualifications
· Knowledge of wealth management and financial services processes.
· Experience with enterprise product suites and business-oriented software solutions.
· Strong customer-first mindset with a commitment to delivering exceptional service.
WHY YOU’LL LOVE US
· All employees benefits for free (our famous games room, daily breakfast, fruits, coffee and other hot drinks, soft drinks and juices, company days out and parties…)
· Social insurance
· Open-door management policy
· Full Medical insurance
· Accommodation and Transportation Allowance
· Friendly environment that values innovation and efficiency
· Exciting opportunities for career growth and talent development
· Feedback encouragement
· Recognition and reward programs
· Competitive salaries and incentives
· Friendly environment
· Flexible and Comfortable schedule
· Fun committees
· Monetary rewards
· Fun, smart and creative people
· Career possibilities with growing team
· Paid vacations
· Social benefits
For more information about Nile Bits, please visit our website:
https://www.nilebits.com