We are looking for a dynamic and proactive Implementation and Support Engineer who will be responsible for implementing and installing solutions on the customer's test and production environments. Your role as an Implementation and Support Engineer onsite and offsite is to troubleshoot and diagnose customer-reported issues on the different levels of solutions (i.e. Database, Application, Network, Communication, and Integration Interfaces Levels).

Responsibilities and Duties:

• Manage the end-to-end implementation process for our software solutions, working closely with clients to understand their needs and ensure a successful deployment.
• Provide technical support to clients via phone, email, and in person to resolve any issues they may be experiencing.
• Collaborate with internal teams to resolve complex technical issues and ensure client satisfaction.
• Develop and maintain strong relationships with clients, acting as their advocate within the company.
• Document and track client interactions and issues in our support system.
• Provide training and support to clients on how to use our products effectively.
• Diagnose, update, and fix APLIMAN’s customers' (“Customer(s)”) issues remotely, along with providing Online Chat and phone support and guidance.
• Diagnose and resolve issues related to hardware problems, software configuration issues, and Step-by-step debugging in addition to Operating system and network configuration errors.
• Ensure that customer requests are documented, tracked, and resolved in a timely manner to maintain customer satisfaction and escalate urgent problems requiring more in-depth knowledge.
• Take ownership of technical issues, and report back to the team leader or manager to resolve more advanced issues when necessary.
• Resolve escalated Customer complaints without the need for APLIMAN’s team lead intervention.
• Document troubleshooting and problem-resolution steps
• Find temporary solutions for emergency cases.
• Be involved in the process of the Installation preparation before going on site.
• Clarify completion criteria for each deliverable and develop acceptance.
• Frequent and daily health checks are to be done with the operator.
• Availability in case of emergency
• Flexibility in working hours and weekend availability when needed.

Requirements:

• Bachelor's Degree in CCE, Computer Science, or any related field.
• 2 - 3 years experience in a similar field.
• Experience working with Wireshark and any other network troubleshooting applications.
• Experience in database engines (Oracle and MS-SQL) is a must.
• Basic knowledge of operating systems (Linux and MS Windows).
• Willing to travel abroad and work extra hours whenever needed.
• Excellent verbal, written, and interpersonal skills.
• Excellent team player.
• Excellent customer service skills.
• Attention to detail skills.
• Effective communication skills.