Software Technical Support Specialist

We are looking for a Software Technical Support Specialist to join our Technical Support team within the R&D Department. In this role, you will provide technical support to our customers and contribute to delivering a high-quality customer experience.

Your Responsibilities:

As a Software Technical Support Specialist, you will:

• Resolve support tickets submitted through Jira by our Customer Success Managers following issues encountered by customers on our Gaia platform.
• Analyze reported issues to assess their priority and determine the most appropriate resolution approach.
• Perform first-level technical developments when required using JavaScript and SQL. More complex issues will be escalated to our Analysis team and Software Developers.
• Use our existing integration engines to configure and adapt new integration and publication interfaces for customers.
• Ensure compliance with GDSN (Global Data Synchronization Network) standards, as well as the product data formats used by our customers (Excel, XML).
• Validate deliverables by performing the necessary testing to ensure quality before deployment.
• Contribute to AI projects

As part of our continuous improvement initiatives, you will also analyze recurring support tickets, identify root causes, and contribute to implementing long-term solutions to prevent similar issues from occurring.

During customer projects, you will collaborate closely with Project Managers to implement new customer-requested features while ensuring project timelines and milestones are respected.

Additionally, you will create PDF product sheets for customers and implement them on our platform.

Your profile:

• Bachelor’s degree in Computer Science, Computer Engineering, or Computer and Communication Engineering.
• Knowledge of the following technologies: Java, JavaScript, Microsoft SQL Server, XML, XSLT, XSD
• Fluent in French and English.
• Strong communication skills with the ability to advise Customer Success Managers and clearly explain the technical solutions you have implemented.
• Analytical mindset, customer-oriented approach, and eagerness to learn.

What we offer?

• Annual performance bonus

• Transportation allowance

• Class A health insurance after six months of employment

• Full-time position with two remote working day per week upon successful completion of the probation period

• More generous paid leave policy than required by local labor legislation

• An international and multicultural working environment

• A friendly, collaborative, and supportive workplace

• The opportunity to join an innovative, technology-driven company at the forefront of Data Management

This position is based in Beirut, Lebanon, and is initially offered as a fixed-term contract, with the intention of converting it into a permanent contract upon successful completion.

Embark on an exciting journey with us!

Apply now