Software Support Engineer

We are looking for a Software Support Engineer to provide technical support to our customers, field engineers, and partners. In this role, you will monitor incoming incidents, troubleshoot technical issues, coordinate their resolution, and ensure compliance with agreed service level agreements.

What you'll be doing:

• Monitor incoming customer calls, emails, tickets, and system notifications to identify and respond to technical incidents 
  Identify, analyze, diagnose, and remotely resolve technical issues whenever possible
• Create troubleshooting and resolution plans, communicate proposed solutions, and coordinate their implementation
• Escalate complex or unresolved incidents to the appropriate technical teams in accordance with established procedures
• Dispatch incidents for on-site support when remote resolution is not possible, ensuring they meet the required technical criteria
• Track incident progress and coordinate with field engineers and other support teams to ensure timely resolution
• Maintain accurate incident records, update customer information, and ensure databases are up to date
• Prepare standard service reports and detailed incident and exception reports, ensuring accurate SLA tracking and reporting
• Support the resolution of known software issues and follow up on issues requiring fixes in future releases
• Develop an understanding of internal systems, operational processes, and policies to effectively resolve customer issues
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Here’s what we are looking for in YOU:

• Relevant IT experience, preferably in IT support
• Strong Microsoft Office skills, particularly Excel (formulas, pivot tables, and data analysis)
• Understanding of software deployment lifecycles, ITIL processes, and change management procedures
• Strong problem-solving, organizational, and communication skills
• Ability to troubleshoot technical issues, manage multiple incidents, and meet service level agreements (SLAs)
• Availability to work Monday to Friday, in shifts from 9 AM to 5 PM or 3 PM to 11 PM. Night shifts and weekend work may be required when needed

What’s in it for YOU?

• A hybrid work model that lets you balance in-office and remote work
• Structured training programs to help you develop your skills and grow your career
• The chance to work in a vibrant, international team
• Modern office spaces in the heart of New Belgrade’s business district
• Career advancement opportunities and the potential to convert to a client contract with full benefits

Ready to take the next step in your career? Submit your CV in English and become part of our team!

Please note that only shortlisted candidates will be contacted. We look forward to reviewing your application!