Full-Time IT Solutions Product Support Engineer

About the Role: Belonging to CoC Database crew, supporting 3 key programs (CoC Database, eESB and Odysseus). Working internationally to maintain database servers and data transfer. Supporting IT Application fully automated cloud platform. Reports to Product Support Pre-Sales Manager (dotted line) and Local Manager (solid line).

Job Duration: Initially a one-year fixed-term position, potentially converting to permanent.

Key Responsibilities:

• Addressing requests/changes to appropriate experts timely.
• Creating, updating, and sharing Service Offers.
• Managing the internal Service Catalogue.
• Managing the Service Now Catalogue.
• Customer relations (NPS Surveys, summarizing customer requests, explaining situations, prioritizing).
• Using ticketing tools (Service Now) for expertise redirection (database/data transfer).
• Classifying tickets (Request, Change, Incident).
• Qualifying tickets based on priority.
• Managing customer contact information in CMDB.
• Linking Service Now services with the Service Catalogue.
• Communicating with customers for information/priority definitions.
• Informing experts about non-existent services to create new ones.
• Managing customer-filled forms and shared documents.

What We Offer:

• Competitive salary package (including bonus and benefits).
• Extensive on-the-job coaching and training.
• Challenges within a multicultural/cross-regional team.
• Dynamic work environment with good team spirit.
• Standard benefits (additional performance bonus, meal vouchers, gym reimbursement, medical subscription, health insurance, 25+1 holiday days, additional loyalty holidays).
• Remote work activity in Romania.

Skills & Experience:

• Strong organizational skills
• Strong customer orientation
• Experience with message-oriented middleware (ActiveMQ or MSMQ - preferred).
• Dynamic/reactive approach (managing incidents)
• Excellent listening/information gathering skills
• Excellent attention to detail
• Global company experience
• Experience with multinational teams
• Excellent communication and teamwork abilities
• Systems thinking
• Experience in infrastructure/operations/project teams
• Service Now usage experience

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