If making a difference matters to you, then you matter to us
Job Description
In this role you are a subject matter expert with strong SaaS experience, responsible for complex problem-analysis and resolution: you analyze, diagnose, work together with consultants and clients, liaise with internal development teams, recreate and solve reported problems. You are the go-to person within the team for various customer or product complex issues. You will provide a high level of customer satisfaction through the delivery of technical support to Wolters Kluwer’ customers for our cloud-hosted financial management software applications. You will be working and in regular contact with important players in the international banking industry. You will be based in our office in Cluj-Napoca.
Responsibilities:
Subject matter expert on SaaS solutions able to provide a high level of technical support and assistance to our internationally customers concerning cloud environments hosting regulatory reporting and risk management applications.Configure and run Azure Pipelines to create and maintain customer environments, identify and solve potential issuesAnalyze technical questions or reproduce technical problems and provide or develop appropriate solutions related to the SaaS architecture based on the Azure stack.Monitor, identify, troubleshoot server and network issues. Lead the resolution of identified incidents to ensure SaaS environment stability.Management of complex technical issues, coordination of customer inquiries, including escalations, ensuring resolution.Collaborate with the technical and functional implementation teams which include Application Developers, System Integrators, Database Administrators, System Administrators, Analysts and Consulting professionals.Develop and maintain a high level of technical expertise in assigned areas of product functionality and utilize that expertise effectively to enhance team’s delivery, help customers and solve the raised issues.Lead technical training sessions. Assess and identify knowledge gaps within the team. Create and implement the necessary training activities.Carry out functional acceptance and integration acceptance tests, performance tuning and benchmarks.Develop and enhance automation utilities and components to enhance the integration, flexibility and availability of our solution with customers.Requirements:
Minimum 2 years of experience as a SaaS support specialist working in a regulatory reporting and/or risk applications environmentExperience with regulatory reporting and/or risk management applicationsMinimum 1 year of experience with Azure or other cloud platforms.Experience with programming, scripting languages: Java, JavaScript, SQL, Batch, PowerShellExperience with operating systems: Windows, LinuxExperience with application servers like Wildfly or JBOSSDatabase knowledge: SQL (MS SQL Server, Oracle) and RDBMS conceptsAwareness with regards to Application Monitoring Tools (i.e. Grafana)Availability for stand-by shifts on monthly level which might require interventions outside the business hours.Fluency in English (written and oral)Demonstrated experience in managing complex technical issues and coordination of customer inquiries, including escalationsStrong problem solving and analytical skills.Strong organizational, time management and prioritization skills, ability to multi-task and meet deadlines.Preferred:
Knowledge on Docker and KubernetesExperience with Azure DevOps, awareness of Azure PipelinesExperience with cloud performance tuning and security testing is a plus.Performance tuning expertise of databases (indexes, constraints, data integrity, triggers usages)Other languages (such as German or French) are a plus.Our Offer:
Room for personal development through external, internal training tools and learning and development program #GROW
Yearly performance bonus based on your seniority
Referral bonus, meal vouchers, monthly allowance, gift vouchers twice a year
Corporate Health Insurance
Mindfulness and Wellbeing programs (Wellbeats, MyQuillibrium, Compsych, Mind & Body webinars)
Up to 28 days of annual leave based on seniority
We have a strong Work from Home culture and take into consideration punctual needs and more
Flexible working schedule