Job Description

You will provide a high level of customer satisfaction through the delivery of technical back-office support to Wolters Kluwer’s customers for our cloud-hosted financial management software applications.

In this role you are responsible for complex problem analysis and resolution: you analyze, diagnose, work together with consultants and clients, liaise with internal development teams, recreate and solve reported problems.

Responsibilities

Provide a high level of technical support and assistance for our internationally based customers and consultants concerning cloud environments.

Analyze technical questions or reproduce technical problems and provide or develop appropriate solutions related to the SaaS architecture based on the Azure stack.

Monitor, identify, troubleshoot server and network issues.

Collaborate with the technical and functional implementation teams which include Application Developers, System Integrators, Database Administrators, System Administrators, Analysts and Consulting professionals.

Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers and solve their issues.

Carry out functional acceptance and integration acceptance tests, performance tuning and benchmarks.

Develop and enhance automation utilities and components to enhance the integration, flexibility and availability of our solution with customers.

Create documentations, knowledge articles

Configure and run Azure Pipelines to create and maintain customer environments identify and solve potential issues

Requirements

Bachelor’s or master’s degree in computer science-related fields.

Knowledge or experience with Azure or other cloud platforms.

Desired programming languages: Java, JavaScript, SQL

Operating systems: Windows (Linux is a plus)

Experience with application servers like Wildfly or Jboss

Database knowledge: SQL (MS SQL Server, Oracle) and RDBMS concepts

Availability for stand-by shifts on monthly level which might require interventions outside the business hours.

Fluency in English (written and oral)

Minimum 1 year of experience as a customer support specialist

Strong problem solving and analytical skills.

Strong organizational, time management and prioritization skills, ability to multi-task and meet deadlines.

Nice to have:

Awareness with regards to Application Monitoring Tools (i.e. Grafana) is a plus.

Knowledge on Docker and Kubernetes

Experience with cloud performance tuning and security testing is a plus.

Performance tuning expertise of databases (indexes, constraints, data integrity, triggers usages)

Other languages (such as German or French) are a plus.

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.