Job
- Level
- Experienced
- Job Field
- Application, Support
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Location
- Vienna
- Working Model
- Hybrid, Onsite
Job Technologies
Your role in the team
- Deliver world class customer support in a knowledgeable, courteous and responsive way
- Investigate and diagnose tickets to obtain resolution as quickly as possible
- Verify resolution with customers and resolve assigned tickets
- Document troubleshooting steps and resolution details
- Know when to include the Incident Manager
- Proactively escalate tickets at risk of breaching Service Level Agreement/Operational Level Agreement to the Incident Manager
- Escalate & prioritize unresolved incidents to 3rd line
- Pro-actively search for and develop plans to build up and maintain relevant knowledge for associated product(s)/services
- Create and submit 1st line troubleshooting guide
- Create and submit knowledge articles
- Share knowledge for assigned product(s)/services within Global Customer Support team and other OneSpan teams
- Build, document and maintain a toolset that facilitates reproducing / troubleshooting issues (VMs, re-usable code)
- Able to cope with task switching
- Ensures compliance to global operational standards, procedures and best practices.
- Always ensures protection of customer systems and information
- Position includes shift work and/or on-call duties
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Our expectations of you
Education
- Bachelors' degree in Computer Science or Programming Certificate
Qualifications
- Strong communication skills (written/spoken)
- Well-organized with attention to detail
- Good customer approach/very customer centric
- Knowledge of Mobile development (Android / iOS) or at least the willingness to learn
- Knowledge of RESTful API
- Being able to work independently, but also vigilant to reach out to colleagues in time.
- Working in a 24x7 on-call shift system.
- ITIL Foundation
- Version Control Systems (e.g. Git)
- Knowledge of databases (Oracle or SQL, etc.)
- Networking Knowledge (TCP/IP)
- Operating systems (Linux, MacOS, Windows Server)
- **Application** Servers (Websphere, Apache Tomcat, WebLogic, JBOS, …)
- Languages other than English
Experience
- 3+ years' experience in a Customer/Technical environment in a SaaS environment
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Benefits
Work-Life-Integration
Job Locations
Location Vienna
Austria
This is your employer
OneSpan
Wien
OneSpan provides security, authentication, fraud prevention and e-signature capabilities that are essential for delivering a frictionless customer experience. With OneSpan, you can confidently provide customers with the best possible experience regardless of channel or device.
Description
- Language
- English
- Company Type
- Established Company
- Working Model
- Hybrid, Onsite
- Industry
- Electronics, Automatization, Internet, IT, Telecommunication
Application Support Engineer
- Location
- Vienna
- Working Model
- Hybrid, Onsite
