Software Technical Support Engineer

Soft Wise

This role requires strong troubleshooting abilities, attention to detail, and a proactive approach to solving technical challenges in both development and production environments.

Key Responsibilities:

• Provide 1st and 2nd-line technical support to clients for software systems, APIs, and infrastructure components.
• Troubleshoot, investigate, and resolve technical issues related to:
  Linux (Ubuntu) system operations
  Windows environments where applicable
  Docker containers and deployments
  PostgreSQL databases and SQL-related issues
  Bash scripting for automating tasks and diagnostics
• Collaborate with software development, DevOps, and product teams to escalate and resolve complex issues.
• Maintain and manage technical documentation, knowledge base articles, and support materials.
• Support deployments, updates, and system monitoring for client environments.
• Interface confidently with governmental teams to ensure operational stability and compliance.
• Assist with version control and code repository management using GitHub.
• Perform root cause analysis for recurring incidents and recommend preventive measures.
• Provide feedback to improve system reliability, user experience, and product quality.

What We Offer:

• Exposure to innovative technologies and critical projects with real-world impact.
• Continuous learning, technical development, and career growth opportunities.
• Competitive compensation and benefits package.

Required Skills & Experience:

• Strong working knowledge of Linux (Ubuntu) and command-line operations.
• Experience with Docker for container management and troubleshooting.
• Familiarity with GitHub, version control, and basic development workflows.
• Solid understanding of Bash scripting and system automation.
• Hands-on experience with PostgreSQL and general database troubleshooting (performance, connectivity, queries).
• Ability to support and troubleshoot Windows environments.
• Strong analytical and problem-solving skills with attention to detail.
• Excellent communication and interpersonal skills, especially when dealing with government teams or senior stakeholders.
• Ability to work independently and as part of a collaborative technical team.

Nice to Have:

• Familiarity with network troubleshooting (VPNs, Firewalls, IP routing).
• Experience supporting SaaS platforms or enterprise software products.
• Exposure to monitoring tools and logs (e.g., system logs, Docker logs, database logs).
• Understanding of security best practices for software and infrastructure.