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Technical Support Analyst 1 (English speaking)

HylandZabrska Poland, Katowice

18 days ago

Job description

Overview

Job Description

We are looking for customer service driven individuals who enjoy problem solving, team collaboration, and are hungry to learn. As a Cloud Support Analyst, you will be part of the Technical Support department and work with the collection of content and process management Alfresco software products and support our customer and partners with their technical issues related to their solutions with a focus on APIs.

This position is hybrid in our Katowice office.

What you will be doing

Troubleshoot and resolve a range of issues utilizing company systems, utilities and support processes with assistance from global team members
Provide regular and frequent communication to ensure customer is fully advised as to the progress or delay to the resolution of their technical issues in a timely manner
Provide support for issues regarding the Alfresco enterprise edition (Alfresco also provides an open source community edition)
Identify and submit software defects to internal team for reviews
Contribute to internal documentation to fully reflect all activity related to resolution of support request
Adhere to the Change Control Policy for Cloud environments
Comply with all corporate and departmental privacy and data security policies and practices, including but not limited to, Hyland’s Information Systems Security Policy

What will make you successful

Working knowledge of JavaScript or other scripting languages

Working knowledge of Relational Databases (MSSQL, mySQL, Postgres)

Working knowledge of cloud infrastructure technologies, such as AWS and MS Azure

Working knowledge of Windows, Linux, and UNIX (NIX) operating systems

Ability to read and understand application logs

Ability to troubleshoot and debug Web applications (Tomcat, JBoss,

Authentication knowledge (Kerberos, SAML)

API languages preferred

Experience in troubleshooting customer service environments

Critical thinking and problem-solving skills

Organizational, multi-tasking, and time management skills

Collaboration skills, applied successfully within a team as well as other areas

Oral and written communication skills that demonstrates a professional demeanor and the ability to interact with others both internally and externally

Ability to use sound judgment and appropriately escalate issues for guidance

Ability to speak or write with ease, clarity and impact, using a communication style appropriate to the subject and the audience

Able to thrive in a fast-paced environment

Attention to detail

Sharp, fast learner with technology curiosity and aptitude

Ability to participate in the on call rota

Up to 10% travel time required

Associate degree in Technical or a related field or an equivalent combination of education and experience sufficient to successfully perform the principal duties of the job

What you can expect next :

Hyland Recruiters thoroughly review every application and will contact you within 1 to 2 weeks regarding next steps. Be sure to add Hyland to your contacts list and check your spam folder so you never miss a message from us!

Do you have any follow up questions? Email your Recruiter directly at style="margin : 0px;">

Employee Perks and Programs

Flexible Schedule. Paid Time Off. Volunteer Time Off. Wellbeing Initiatives. Career Development and Training. Sabbatical Program. Reach out to your Hyland Recruiter for more information.

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Technical Support Analyst • Zabrska Poland, Katowice