Senior Technical Support Engineer (EST time, Ukraine)

At Capgemini Engineering, the world leader in engineering services, we bring together a global team of engineers, scientists, and architects to help the world’s most innovative companies unleash their potential. From autonomous cars to life-saving robots, our digital and software technology experts think outside the box as they provide unique R&D and engineering services across all industries. Join us for a career full of opportunities. Where you can make a difference. Where no two days are the same.

YOUR ROLE

We are seeking a highly skilled and experienced Technical Support Engineer to join our team. The successful candidate will be responsible for providing exceptional technical support for a range of API-based software microservices and associated products developed for fintech clients.

YOUR TASKS

• Provide technical support for the API-based microservices and related software services, ensuring timely resolution of customer issues
• Diagnose and troubleshoot technical problems, including API connectivity, microservice interactions, software components, hardware, and network-related issues
• Collaborate cross-functionally with teams, including engineering, product management, and cloud operations to resolve complex technical issues
• Support with the set up and management of support processes and tools, maintaining a flexible mindset that processes will need to evolve as new support function technological capabilities are implemented
• Act as the point of contact between the client and non-customer facing support teams, ensuring the client is always closely informed of progress and status in resolving their queries, maintaining centralised communications as the single source of truth
• Act as a bridge between technical systems, to ensure that the client facing system has the required updates and ensuring a record of all support issues is kept
• Support our teams to encourage the client to raise issues in the allocated system as opposed to informal channels (e.g. Slack)
• Monitor and analyse support metrics to identify trends and areas for improvement
• Share monthly reports (exportable from the system) with the programme manager to ensure we can track support metrics over time, and understand whether we are on target with our SLAs
• Develop and maintain comprehensive documentation for support processes, troubleshooting guides, and FAQs – ensure these are stored in the right places as the support process evolves
• Foster a culture of continuous improvement and knowledge sharing
• Ensure customer satisfaction by providing exceptional service and maintaining strong relationships with clients
• Stay up-to-date with the latest developments in our’s product/service offerings
• Provide support during EST Time Zone business hours (05:00 PM – 01:00 AM Ukraine time)
  
  

YOUR PROFILE

• Bachelor's degree in Computer Science, Information Technology, or a related field
• Proven experience as a Technical Support Engineer or similar role, preferably within a large organization
• Experience delivering world-class support to large enterprises
• Strong technical skills, including experience with APIs, microservice architecture, software development concepts, and network troubleshooting.
• Flexible mindset to embrace interim processes, whilst keeping the long-term ideal experience in mind – understanding that the processes will need to evolve as technologies become available and further capabilities are developed, to provide the customer with the best experience and support scalability
• Experience in setting up and managing support functions, including the implementation of support tools and systems
• Excellent problem-solving and analytical skills
• Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users
• Ability to work both independently and as part of a team in a fast-paced environment
• Customer-focused mindset with a commitment to delivering high-quality support
• A professional and friendly approach
  
  

Nice To Have

• Experience with Accounting and/or AI services and technologies
• Familiarity with support ticketing systems and customer relationship management (CRM) tools (e.g. Salesforce customer services case management, ServiceNow)
• Certifications in relevant technologies or support methodologies
  
  

What you will love about working here?

• We care about all our employees and want them to feel as comfortable as possible. That's why we offer them health insurance from the first days, regardless of the probationary period.
• The gift from the company - Christmas holidays from 25 December to 31 December.
• Сooperation with Superhumans center and Veteran HUB. Capgemini Engineering has supported the launch of psychological rehabilitation department of Superhumans. Our team also donnated over UAH 500 000 prosthetics for three Ukrainian defenders. Currently, we support psychological counseling provided by the Veteran Hub, and we have implemented a internal policy making the company friendly to military and veterans with the assistance of the Hub.
  
  

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.