619 Engineer Support jobs in South Africa

Join to apply for the Application Support Engineer role at AnywhereNow

Founded in 2010 in The Netherlands, AnywhereNow is a global leader in Enterprise Dialogue Management, with a vision to ensure every employee and customer feels heard, understood, and valued. With around 240 employees working from 22 different countries, we partner with over 2,000 leading enterprises, including Mazda, the UN International Organization for Migration, Adecco Group, and the University of Cape Town, to deliver exceptional customer experiences through the power of Microsoft Teams and AI-driven insights. Our commitment to innovation, customer focus, and accountability drives our success.

The opportunity

As a 2nd Line Technical Support Engineer (Application Support Engineer), you will be responsible for thoroughly understanding the AnywhereNow software stack and its integration. The scope of the role involves troubleshooting issues by analyzing log files from AnywhereNow components, ensuring smooth operations for our clients. Additionally, you will address SIP flow and trunk problems on Session Border Controllers using SIP traces and PCAP files. Tasks include replicating reported issues in our support lab environment, identifying software bugs, and reporting them to our development team. You will also document known issues and create internal knowledge articles to support our team.

You will be part of a team of around 35 experts located in Europe, the USA, and the UK, aiming to achieve high customer satisfaction by delivering effective solutions. Join us in embodying our values - OneAnywhere, Innovation, Caring, Customer First, and Accountability.

What you’ll be doing

• Resolve complex issues escalated from L1 support, performing root cause analysis and solutions implementation.
• Handle incident management, adhering to SLAs, and update tickets with detailed logs and troubleshooting steps.
• Use PowerShell for automation and scripting to replicate technical issues.
• Troubleshoot SSO, SIP flow, and trunk problems on Session Border Controllers (SBCs), analyzing logs for root causes.
• Maintain our Knowledge Base by documenting solutions and best practices.
• Manage SQL Server databases and execute queries.
• Collaborate with the development team for timely resolution of escalated issues.
• Monitor ticket queues, track progress, and manage priorities.
• Support and manage escalations with customers and partners, investigating major incidents with Cloud & Product teams.
• Monitor cloud infrastructure and Azure Resource Manager (ARM).
• Act as a liaison between teams, escalating complex issues and ensuring SLA compliance.
• Work in shifts, including weekends.

What we're looking for

We value competency as much as experience. You’ll excel if you demonstrate:

• Customer-centricity: providing high-quality service and understanding customer needs.
• Proactiveness: anticipating challenges and taking initiative.
• Collaboration: working effectively with others and building trust.
• Adaptability: adjusting to changing environments.
• Effective communication: conveying information clearly and empathetically.
• Ownership: taking responsibility for tasks and outcomes.
• Continuous learning & knowledge sharing: staying updated and sharing insights.

Required skills and experience

• Minimum of 7 years in software development companies.
• Understanding of containerized architectures and Kubernetes.
• Strong knowledge of VoIP systems, SIP protocol over TLS/TCP and UDP.
• Deep understanding of Microsoft Azure and PowerShell scripting.
• Proficiency in log analysis and troubleshooting methodologies.
• Experience in troubleshooting, root cause analysis, SLA management, incident management.
• Background in UCaaS, Unified Communications, UC, or Contact Centers is a plus.
• Basic scripting and programming skills are advantageous.

This role is currently remote, with plans to open an office in Johannesburg, requiring attendance twice a week. Flexibility to support US time zones and weekend work is necessary, with compensation for irregular hours.

AnywhereNow is committed to diversity and is an equal-opportunity employer. We conduct background checks according to country and role policies.

Additional information

• Seniority level: Associate
• Employment type: Full-time
• Job function: Customer Service and IT
• Industries: Software Development

Referrals increase your chances of interview success. Get notified about new jobs in Johannesburg.

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Responsibilities:

• Test and implement application solutions
• Operational support including, amongst others, root cause analysis; management of incidents, problems, changes and service requests; and SLA achievement
• Involvement with projects, where applicable
• Technical solutions and/or configuration
• Vendor liaison, where applicable
• Technical advice provided to team members and juniors

Qualifications and Experience:

• A relevant tertiary qualification
• Experience with C# and associated development tools
• Classic ASP and/or ASP.NET development experience
• MS SQL Server experience with Transact-SQL language skills
• MS SharePoint and/or Kafka experience (advantageous)
• REACT / Next.JS (advantageous)
• Knowledge and/or experience with Application Performance Management (APM) tools (e.g. Dynatrace) would be advantageous

Skills:

• Database Administration
• IT Support Troubleshooting
• Quality Management and Assurance
• System Design
• Systems Integration
• Service Management Processes
• Cyber Security Compliance
• Cyber Security Customer Support
• Cyber Security Strategy Management
• Cyber Security Monitoring and Reporting
• Vulnerability and Penetration Testing

Behaviours:

• Effectively works with others to achieve shared goals
• Creates an environment that fosters and nurtures a culture of creativity which drives success
• Consistently makes timely, well-rounded and informed decisions
• Leverages new technology to enhance productivity, improve problem solving, and support business growth
• Develops plans and prioritises initiatives that align to the organisational goals and objectives
• Understands and navigates dynamics created by processes, systems, and people
• Assesses and improves the efficiency, effectiveness, and quality of various work processes
• Quickly adapts and acquires new knowledge, skills, and competencies in a rapidly changing environment
• Interprets and simplifies complex and contradictory information when resolving organisational problems
• Takes accountability and ensures others are held to account on agreed upon performance targets
• Sets ambitious goals and takes focused action to achieve desired outcomes to deliver measurable results

Preference will be given, but not limited to, candidates from designated groups in terms of the Employment Equity Act.

About Us

Who we are is because of our people. They are our greatest asset. TFG is an internationally diversified retail portfolio of 34 speciality lifestyle and apparel brands that Inspire our Customers to live their Best Lives and are woven into the lives of millions. Our vision is to create the most remarkable omnichannel experiences for our customers. TFG is more than a workplace, it's a launchpad for your growth. Join us and explore endless growth opportunities across our diverse brands. We’re a purpose-led business, and on this team, you’ll share the pride of making an impact across a whole industry.

About the Team

TFG’s Information Technology team is responsible for the company’s technological systems and the maintenance of its digital and technological infrastructure. By selecting future-fit technology and methodologies, they help the business meet its strategic objectives. They assess our business landscape and our market to ensure adaptability, scalability, expansion, and risk reduction.

#J-18808-Ljbffr

Founded in 2010 in The Netherlands, AnywhereNow is a global leader in Enterprise Dialogue Management, with a vision to ensure every employee and customer feels heard, understood, and valued. With around 240 employees in working from 22 different countries, we partner with over 2,000 leading enterprises, including Mazda, the UN International Organization for Migration, Adecco Group, and the University of Cape Town, to deliver exceptional customer experiences through the power of Microsoft Teams and AI-driven insights. Our commitment to innovation, customer focus, and accountability drives our success.

The Opportunity

As a 2nd Line Technical Support Engineer (Application Support Engineer), you will be responsible for thoroughly understanding the AnywhereNow software stack and its integration. The scope of the role is focused on troubleshooting issues by thoroughly analyzing log files from AnywhereNow components, ensuring smooth operations for our clients. Additionally, tackling SIP flow and trunk problems on Session Border Controllers using SIP traces and PCAP files. Tasks involve replicating reported issues in our support lab environment to ensure accurate solutions. Actively identifying software bugs and promptly reporting them to our development team for resolution. Moreover, you’ll be documenting known issues and creating internal knowledge articles to empower our support team with valuable insights.

Furthermore, you will be part of a group of around 35 experts located in Europe, the USA, and the United Kingdom. Our goal is to achieve high levels of customer satisfaction by delivering solutions that meet and exceed client expectations. Join us in embodying our values - OneAnywhere, Innovation, Caring, Customer First and Accountability.

What You’ll be Doing

• Resolve complex issues escalated from L1 support, performing root cause analysis and implementing solutions.

• Handle incident management, ensuring adherence to SLAs. Update tickets with detailed logs, troubleshooting steps, and resolutions.

• Replicate technical issues using PowerShell Experience for automation and scripting;

• Troubleshoot SSO, SIP flow, and trunk problems on Session Border Controllers (SBCs) and analyze logs to identify root causes, trends, or anomalies;

• Maintaining our Knowledge Base by documenting solutions and Best Practices;

• Manage SQL Server databases and execute queries;

• Collaborate with the development team to ensure the timely resolution of escalated issues;

• Manages a queue of tickets, all while monitoring progress and priority changes.

• Assists and manages escalations with customers and partners, while supporting the investigation of major incidents and problems, in collaboration with Cloud & Product departments;

• Monitor cloud infrastructure and Azure Resource Manager (ARM).

• Act as a liaison between AnywhereNow’s teams, escalating complex issues timely and adhering to SLAs.

• Working in shifts and during the weekend

What we're looking for

We hire for competency as much as experience. You’ll thrive here if you demonstrate:

• Customer centricity: the ability to provide high-quality service (to customers), including understanding their needs, solving problems, and responding to feedback.

• Proactiveness: The ability to anticipate and take initiative in addressing potential challenges or opportunities before they arise, demonstrating foresight and proactive problem-solving

• Collaboration: The ability to work effectively with others and to build strong relationships based on trust and mutual respect, recognizing that everyone has something to contribute

• Adaptability: The ability to adjust to changing situations and work effectively in environments that may be uncertain or unpredictable

• Communication: Clearly and concisely communicating with customers and team members to ensure understanding, empathy and efficient resolution of issues.

• Taking ownership: The ability to take full responsibility and accountability for tasks, projects, or actions, demonstrating a sense of commitment and dedication towards achieving desired outcomes.

• Continuous learning & knowledge sharing: The ability and willingness to learn continuously throughout one's life, and to continuously seek out new knowledge and skills to stay up-to-date and relevant.

You’ll need to bring:

• Demonstrate strong expertise in REST, API, and network protocols, along with hands-on experience using tools like Postman or Wireshark (knowledge on using web browser development tools to troubleshoot web applications and analyzing .har file captures is a requirement)

• Minimum of 7 years of experience in software development companies

• Understandingof containerized software architectures and Kubernetes

• Strong knowledge of VoIP systems at an infrastructure level, specifically in utilizing the SIP protocol over TLS/TCP and UDP, is essential.

• Deep understanding of Microsoft Azure and Powershell scripting

• Proficient skills and knowledge of log analysis and troubleshooting methodology.

• Skilled in troubleshooting, root cause analysis, SLAs, knowledge, and incident management;

• Background in * UCaaS, Unified Communications, UC, and Contact Centers is a plus.

• Basic scripting and programming knowledge will make you stand out.

Some last notes:

Currently,thisroleisremote.However,wearealsoplanningtoopenanofficeinJohannesburgandwe'llexpectyoutocometoourofficetwiceaweek.

As this position involves supporting the US, we require flexibility in working shifts to cover these time zones. Additionally,

weekend work will be expected. Rest assured, you will be compensated for any irregular hours worked.

AnywhereNow is committed to creating a diverse environment and is proud to be an equal-opportunity employer. We accept difference and we thrive on it for the benefit of our employees, our products, and our community.

Please note that we have a background check policy. The background check differs per country and position. If you would like to know more, the Talent Acquisition Specialists are happy to answer any questions!

#J-18808-Ljbffr

Responsibilities:

• Test and implement application solutions
• Operational support including, amongst others, root cause analysis; management of incidents, problems, changes and service requests; and SLA achievement
• Involvement with projects, where applicable
• Technical solutions and/or configuration
• Vendor liaison, where applicable
• Technical advice provided to team members and juniors

Qualifications and Experience:

• A relevant tertiary qualification
• Experience with C# and associated development tools
• Classic ASP and/or ASP.NET development experience
• MS SQL Server experience with Transact-SQL language skills
• MS SharePoint and/or Kafka experience (advantageous)
• REACT / Next.JS (advantageous)
• Knowledge and/or experience with Application Performance Management (APM) tools (e.g. Dynatrace) would be advantageous

Skills:

• Database Administration
• IT Support Troubleshooting
• Quality Management and Assurance
• System Design
• Systems Integration
• Service Management Processes
• Cyber Security Compliance
• Cyber Security Customer Support
• Cyber Security Strategy Management
• Cyber Security Monitoring and Reporting
• Vulnerability and Penetration Testing

Behaviours:

• Effectively works with others to achieve shared goals
• Creates an environment that fosters and nurtures a culture of creativity which drives success
• Consistently makes timely, well-rounded and informed decisions
• Leverages new technology to enhance productivity, improve problem solving, and support business growth
• Develops plans and prioritises initiatives that align to the organisational goals and objectives
• Understands and navigates dynamics created by processes, systems, and people
• Assesses and improves the efficiency, effectiveness, and quality of various work processes
• Quickly adapts and acquires new knowledge, skills, and competencies in a rapidly changing environment
• Interprets and simplifies complex and contradictory information when resolving organisational problems
• Takes accountability and ensures others are held to account on agreed upon performance targets
• Sets ambitious goals and takes focused action to achieve desired outcomes to deliver measurable results

Preference will be given, but not limited to, candidates from designated groups in terms of the Employment Equity Act.

About Us

Who we are is because of our people. They are our greatest asset. TFG is an internationally diversified retail portfolio of 34 speciality lifestyle and apparel brands that Inspire our Customers to live their Best Lives and are woven into the lives of millions. Our vision is to create the most remarkable omnichannel experiences for our customers. TFG is more than a workplace, it's a launchpad for your growth. Join us and explore endless growth opportunities across our diverse brands. We’re a purpose-led business, and on this team, you’ll share the pride of making an impact across a whole industry.

About the Team

TFG’s Information Technology team is responsible for the company’s technological systems and the maintenance of its digital and technological infrastructure. By selecting future-fit technology and methodologies, they help the business meet its strategic objectives. They assess our business landscape and our market to ensure adaptability, scalability, expansion, and risk reduction.

#J-18808-Ljbffr

Join to apply for the Application Support Engineer role at Anywhere Now Founded in 2010 in The Netherlands, Anywhere Now is a global leader in Enterprise Dialogue Management, with a vision to ensure every employee and customer feels heard, understood, and valued. With around 240 employees working from 22 different countries, we partner with over 2,000 leading enterprises, including Mazda, the UN International Organization for Migration, Adecco Group, and the University of Cape Town, to deliver exceptional customer experiences through the power of Microsoft Teams and AI-driven insights. Our commitment to innovation, customer focus, and accountability drives our success. The opportunity As a 2nd Line Technical Support Engineer (Application Support Engineer), you will be responsible for thoroughly understanding the Anywhere Now software stack and its integration. The scope of the role involves troubleshooting issues by analyzing log files from Anywhere Now components, ensuring smooth operations for our clients. Additionally, you will address SIP flow and trunk problems on Session Border Controllers using SIP traces and PCAP files. Tasks include replicating reported issues in our support lab environment, identifying software bugs, and reporting them to our development team. You will also document known issues and create internal knowledge articles to support our team. You will be part of a team of around 35 experts located in Europe, the USA, and the UK, aiming to achieve high customer satisfaction by delivering effective solutions. Join us in embodying our values - One Anywhere, Innovation, Caring, Customer First, and Accountability. What you’ll be doing Resolve complex issues escalated from L1 support, performing root cause analysis and solutions implementation. Handle incident management, adhering to SLAs, and update tickets with detailed logs and troubleshooting steps. Use Power Shell for automation and scripting to replicate technical issues. Troubleshoot SSO, SIP flow, and trunk problems on Session Border Controllers (SBCs), analyzing logs for root causes. Maintain our Knowledge Base by documenting solutions and best practices. Manage SQL Server databases and execute queries. Collaborate with the development team for timely resolution of escalated issues. Monitor ticket queues, track progress, and manage priorities. Support and manage escalations with customers and partners, investigating major incidents with Cloud & Product teams. Monitor cloud infrastructure and Azure Resource Manager (ARM). Act as a liaison between teams, escalating complex issues and ensuring SLA compliance. Work in shifts, including weekends. What we're looking for We value competency as much as experience. You’ll excel if you demonstrate: Customer-centricity: providing high-quality service and understanding customer needs. Proactiveness: anticipating challenges and taking initiative. Collaboration: working effectively with others and building trust. Adaptability: adjusting to changing environments. Effective communication: conveying information clearly and empathetically. Ownership: taking responsibility for tasks and outcomes. Continuous learning & knowledge sharing: staying updated and sharing insights. Required skills and experience Minimum of 7 years in software development companies. Understanding of containerized architectures and Kubernetes. Strong knowledge of Vo IP systems, SIP protocol over TLS/TCP and UDP. Deep understanding of Microsoft Azure and Power Shell scripting. Proficiency in log analysis and troubleshooting methodologies. Experience in troubleshooting, root cause analysis, SLA management, incident management. Background in UCaa S, Unified Communications, UC, or Contact Centers is a plus. Basic scripting and programming skills are advantageous. This role is currently remote, with plans to open an office in Johannesburg, requiring attendance twice a week. Flexibility to support US time zones and weekend work is necessary, with compensation for irregular hours. Anywhere Now is committed to diversity and is an equal-opportunity employer. We conduct background checks according to country and role policies. Additional information Seniority level: Associate Employment type: Full-time Job function: Customer Service and IT Industries: Software Development Referrals increase your chances of interview success. Get notified about new jobs in Johannesburg. #J-18808-Ljbffr

Founded in 2010 in The Netherlands, Anywhere Now is a global leader in Enterprise Dialogue Management, with a vision to ensure every employee and customer feels heard, understood, and valued. With around 240 employees in working from 22 different countries, we partner with over 2,000 leading enterprises, including Mazda, the UN International Organization for Migration, Adecco Group, and the University of Cape Town, to deliver exceptional customer experiences through the power of Microsoft Teams and AI-driven insights. Our commitment to innovation, customer focus, and accountability drives our success. The Opportunity As a 2nd Line Technical Support Engineer (Application Support Engineer), you will be responsible for thoroughly understanding the Anywhere Now software stack and its integration. The scope of the role is focused on troubleshooting issues by thoroughly analyzing log files from Anywhere Now components, ensuring smooth operations for our clients. Additionally, tackling SIP flow and trunk problems on Session Border Controllers using SIP traces and PCAP files. Tasks involve replicating reported issues in our support lab environment to ensure accurate solutions. Actively identifying software bugs and promptly reporting them to our development team for resolution. Moreover, you’ll be documenting known issues and creating internal knowledge articles to empower our support team with valuable insights. Furthermore, you will be part of a group of around 35 experts located in Europe, the USA, and the United Kingdom. Our goal is to achieve high levels of customer satisfaction by delivering solutions that meet and exceed client expectations. Join us in embodying our values - One Anywhere, Innovation, Caring, Customer First and Accountability. What You’ll be Doing Resolve complex issues escalated from L1 support, performing root cause analysis and implementing solutions. Handle incident management, ensuring adherence to SLAs. Update tickets with detailed logs, troubleshooting steps, and resolutions. Replicate technical issues using Power Shell Experience for automation and scripting; Troubleshoot SSO, SIP flow, and trunk problems on Session Border Controllers (SBCs) and analyze logs to identify root causes, trends, or anomalies; Maintaining our Knowledge Base by documenting solutions and Best Practices; Manage SQL Server databases and execute queries; Collaborate with the development team to ensure the timely resolution of escalated issues; Manages a queue of tickets, all while monitoring progress and priority changes. Assists and manages escalations with customers and partners, while supporting the investigation of major incidents and problems, in collaboration with Cloud & Product departments; Monitor cloud infrastructure and Azure Resource Manager (ARM). Act as a liaison between Anywhere Now’s teams, escalating complex issues timely and adhering to SLAs. Working in shifts and during the weekend What we're looking for We hire for competency as much as experience. You’ll thrive here if you demonstrate: Customer centricity: the ability to provide high-quality service (to customers), including understanding their needs, solving problems, and responding to feedback. Proactiveness: The ability to anticipate and take initiative in addressing potential challenges or opportunities before they arise, demonstrating foresight and proactive problem-solving Collaboration: The ability to work effectively with others and to build strong relationships based on trust and mutual respect, recognizing that everyone has something to contribute Adaptability: The ability to adjust to changing situations and work effectively in environments that may be uncertain or unpredictable Communication: Clearly and concisely communicating with customers and team members to ensure understanding, empathy and efficient resolution of issues. Taking ownership: The ability to take full responsibility and accountability for tasks, projects, or actions, demonstrating a sense of commitment and dedication towards achieving desired outcomes. Continuous learning & knowledge sharing: The ability and willingness to learn continuously throughout one's life, and to continuously seek out new knowledge and skills to stay up-to-date and relevant. You’ll need to bring: Demonstrate strong expertise in REST, API, and network protocols, along with hands-on experience using tools like Postman or Wireshark (knowledge on using web browser development tools to troubleshoot web applications and analyzing.har file captures is a requirement) Minimum of 7 years of experience in software development companies Understandingof containerized software architectures and Kubernetes Strong knowledge of Vo IP systems at an infrastructure level, specifically in utilizing the SIP protocol over TLS/TCP and UDP, is essential. Deep understanding of Microsoft Azure and Powershell scripting Proficient skills and knowledge of log analysis and troubleshooting methodology. Skilled in troubleshooting, root cause analysis, SLAs, knowledge, and incident management; Background in * UCaa S, Unified Communications, UC, and Contact Centers is a plus. Basic scripting and programming knowledge will make you stand out. Some last notes: Currently,thisroleisremote. However,wearealsoplanningtoopenanofficein Johannesburgandwe'llexpectyoutocometoourofficetwiceaweek. As this position involves supporting the US, we require flexibility in working shifts to cover these time zones. Additionally, weekend work will be expected. Rest assured, you will be compensated for any irregular hours worked. Anywhere Now is committed to creating a diverse environment and is proud to be an equal-opportunity employer. We accept difference and we thrive on it for the benefit of our employees, our products, and our community. Please note that we have a background check policy. The background check differs per country and position. If you would like to know more, the Talent Acquisition Specialists are happy to answer any questions! #J-18808-Ljbffr

Responsibilities: Test and implement application solutions Operational support including, amongst others, root cause analysis; management of incidents, problems, changes and service requests; and SLA achievement Involvement with projects, where applicable Technical solutions and/or configuration Vendor liaison, where applicable Technical advice provided to team members and juniors Qualifications and Experience: A relevant tertiary qualification Experience with C# and associated development tools Classic ASP and/or ASP. NET development experience MS SQL Server experience with Transact-SQL language skills MS Share Point and/or Kafka experience (advantageous) REACT / Next. JS (advantageous) Knowledge and/or experience with Application Performance Management (APM) tools (e.g. Dynatrace) would be advantageous Skills: Database Administration IT Support Troubleshooting Quality Management and Assurance System Design Systems Integration Service Management Processes Cyber Security Compliance Cyber Security Customer Support Cyber Security Strategy Management Cyber Security Monitoring and Reporting Vulnerability and Penetration Testing Behaviours: Effectively works with others to achieve shared goals Creates an environment that fosters and nurtures a culture of creativity which drives success Consistently makes timely, well-rounded and informed decisions Leverages new technology to enhance productivity, improve problem solving, and support business growth Develops plans and prioritises initiatives that align to the organisational goals and objectives Understands and navigates dynamics created by processes, systems, and people Assesses and improves the efficiency, effectiveness, and quality of various work processes Quickly adapts and acquires new knowledge, skills, and competencies in a rapidly changing environment Interprets and simplifies complex and contradictory information when resolving organisational problems Takes accountability and ensures others are held to account on agreed upon performance targets Sets ambitious goals and takes focused action to achieve desired outcomes to deliver measurable results Preference will be given, but not limited to, candidates from designated groups in terms of the Employment Equity Act. About Us Who we are is because of our people. They are our greatest asset. TFG is an internationally diversified retail portfolio of 34 speciality lifestyle and apparel brands that Inspire our Customers to live their Best Lives and are woven into the lives of millions. Our vision is to create the most remarkable omnichannel experiences for our customers. TFG is more than a workplace, it's a launchpad for your growth. Join us and explore endless growth opportunities across our diverse brands. We’re a purpose-led business, and on this team, you’ll share the pride of making an impact across a whole industry. About the Team TFG’s Information Technology team is responsible for the company’s technological systems and the maintenance of its digital and technological infrastructure. By selecting future-fit technology and methodologies, they help the business meet its strategic objectives. They assess our business landscape and our market to ensure adaptability, scalability, expansion, and risk reduction. #J-18808-Ljbffr

Responsibilities: Test and implement application solutions Operational support including, amongst others, root cause analysis; management of incidents, problems, changes and service requests; and SLA achievement Involvement with projects, where applicable Technical solutions and/or configuration Vendor liaison, where applicable Technical advice provided to team members and juniors Qualifications and Experience: A relevant tertiary qualification Experience with C# and associated development tools Classic ASP and/or ASP. NET development experience MS SQL Server experience with Transact-SQL language skills MS Share Point and/or Kafka experience (advantageous) REACT / Next. JS (advantageous) Knowledge and/or experience with Application Performance Management (APM) tools (e.g. Dynatrace) would be advantageous Skills: Database Administration IT Support Troubleshooting Quality Management and Assurance System Design Systems Integration Service Management Processes Cyber Security Compliance Cyber Security Customer Support Cyber Security Strategy Management Cyber Security Monitoring and Reporting Vulnerability and Penetration Testing Behaviours: Effectively works with others to achieve shared goals Creates an environment that fosters and nurtures a culture of creativity which drives success Consistently makes timely, well-rounded and informed decisions Leverages new technology to enhance productivity, improve problem solving, and support business growth Develops plans and prioritises initiatives that align to the organisational goals and objectives Understands and navigates dynamics created by processes, systems, and people Assesses and improves the efficiency, effectiveness, and quality of various work processes Quickly adapts and acquires new knowledge, skills, and competencies in a rapidly changing environment Interprets and simplifies complex and contradictory information when resolving organisational problems Takes accountability and ensures others are held to account on agreed upon performance targets Sets ambitious goals and takes focused action to achieve desired outcomes to deliver measurable results Preference will be given, but not limited to, candidates from designated groups in terms of the Employment Equity Act. About Us Who we are is because of our people. They are our greatest asset. TFG is an internationally diversified retail portfolio of 34 speciality lifestyle and apparel brands that Inspire our Customers to live their Best Lives and are woven into the lives of millions. Our vision is to create the most remarkable omnichannel experiences for our customers. TFG is more than a workplace, it's a launchpad for your growth. Join us and explore endless growth opportunities across our diverse brands. We’re a purpose-led business, and on this team, you’ll share the pride of making an impact across a whole industry. About the Team TFG’s Information Technology team is responsible for the company’s technological systems and the maintenance of its digital and technological infrastructure. By selecting future-fit technology and methodologies, they help the business meet its strategic objectives. They assess our business landscape and our market to ensure adaptability, scalability, expansion, and risk reduction. #J-18808-Ljbffr

Role Overview:

Responsible for routine troubleshooting and debugging of code faults in the Sybrin software performing critical functions within corporate customer environments. Responsible for maintaining great customer service relationships and upholding the SLA between Sybrin and our customers. Responsible for proactive, preventative maintenance on critical functions in customer environments using Sybrin’s in house proactive monitoring and automated recovery software. Working in a team is mandatory, strong interpersonal relationships and being able to work under pressure is crucial.

Apply for this role if you are detail orientated, customer service oriented and enjoy satisfaction from solving complex problems. You will have an opportunity to mentor / coach Junior engineers in this role as an emerging leader and expert in the IS industry with some years of experience. You must be disciplined; this is a fully remote role (we expect competence in remote work technologies for supporting customers). You must be willing to work and support customers on weekends or after normal hours for which there is fair compensation.

Qualifications and Experience:

• Degree + Professionally Skilled Level.
• Minimum of 2 year's experience at Associate level or minimum 4 years’ experience at Intermediate level. 

Key Responsibilities:

• As an Application Support Engineer (ASE), you will be pivotal in ensuring the company's service delivery and adherence to contractual obligations. Your role goes beyond managing incidents and resolving problems; you will be responsible for maintaining production stability from both customer and company perspectives.
  
• The Application Support Engineer (ASE) is responsible for ensuring a seamless operational environment for customers and proactively enhancing the customer service experience. You will work to prevent recurring incidents and resolve any repeated issues within agreed time frames.
  
• As an Application Support Engineer (ASE), you will lead by example in managing the Incident Management System (IMS). Your role involves ensuring that all tickets are accurately updated and closed according to SLA standards, while also meeting quality expectations.
  
• As an Application Support Engineer (ASE), you will set the standard for technical and professional interactions with customers. Leveraging your service delivery experience, you will aim to exceed customer expectations and foster strong, trust-based relationships.
  
• As an experienced member of the Service Delivery team, the Application Support Engineer (ASE) will lead key functions and assume responsibilities typically managed by the Support Tech Lead. You will provide leadership and guidance to Juniors, and actively support and promote initiatives set by the Support Tech Leads.
  
• The Application Support Engineer (ASE) will handle escalations from Juniors, providing guidance on problem-solving, log file analysis, and troubleshooting. You will ensure adherence to Sybrin support and development best practices, implementing improvements where necessary. You will also manage customer escalations related to medium to high-impact issues while keeping management and the Support Tech Lead informed.
  
• The Application Support Engineer (ASE) is expected to positively influence and uphold the company culture within the teams under the Support Tech Lead and Service Delivery Manager (SDM). This includes reinforcing company values, providing regular recognition, and using constructive feedback to address deviations from these values. Additionally, you will share aspects of our company culture with customers to enhance our brand identity.
  
• The Application Support Engineer (ASE) is responsible for delivering high-quality solutions on time, adhering to Sybrin standards and best practices. You will be involved in all stages of solution delivery to ensure readiness for support, and maintain a strong understanding of the code and backend workings of the solutions you support.
  
• The Application Support Engineer (ASE) is responsible for applying deep knowledge of systems, components, and business processes to guide or create comprehensive test cases. You will conduct effective testing, anticipate impacts of changes, and maintain a database of test cases to streamline future testing efforts
  
• The Application Support Engineer (ASE) is expected to demonstrate strong technical proficiency, including programming expertise, problem-solving skills, and adherence to best practices. You will be responsible for continuously improving your skills, following code review procedures, and ensuring high-quality, stable solutions.

Critical Technical and Behavioral Skills Required:

• Programming Languages (C#, Angular, Typescript, MS SQL, POSTGRESQL);
• OFFICE 365 (MS teams, Excel, Word, Outlook, PowerPoint);
• VISIO or DRAW.IO (ability to draw basic system flows and Diagrams and understand these and associated symbols);
• Infra / Networking concepts for physical as well as cloud hosted solutions;
• IIS (hosting of web applications, managing certificates, debugging we applications);
• Web Services;
• Customer Service Mindset / ITIL;
• Team Player;
• Works well under pressure;
• Go Getter;
• Self-Motivated;
• Innovative;
• Accountable;
• Proactive;
• Reliable and dedicated.

#J-18808-Ljbffr