IT Job At Tana

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Position Overview

We are looking for Junior Software Support Engineers to join a global software company that offers technology solutions for laboratory operations, data management, and workflow automation.
In this role, you will work between the customer support team and the engineering and R&D teams.Your job will involve looking into customer-reported software issues, figuring out what went wrong, finding the root causes, documenting bugs, and suggesting fixes or workarounds.Depending on your level, you may also be involved in making code changes, updating configurations, writing scripts, or correcting data for issues of lower-to-medium complexity.

This is a great opportunity for junior software engineers who enjoy solving problems, debugging, conducting technical investigations, and collaborating with both customers and engineering teams.


Responsibilities

- Investigate, troubleshoot, and resolve issues reported by customers.

- Sort through incoming cases to assess their severity, impact, how often they occur, and the best way to resolve them.

- Talk directly with customers to understand their needs, clarify issues, find root causes, and suggest solutions, workarounds, or corrective actions.

- Use tools like database queries, monitoring, logging, diagnostic tools, and browser developer tools to analyze issues related to the application and data.

- Develop and implement fixes, including code changes, configuration updates, scripts, or data corrections for issues with lower-to-medium complexity.

- Work with development teams to stay updated on new features, known problems, product limitations, and planned solutions.

- Clearly and accurately communicate technical updates to customers and internal stakeholders.

- Create and manage support tickets, defect reports, and development tasks using tools like Zendesk and Jira.

- Keep technical documentation up to date, including troubleshooting guides, knowledge base articles, and support procedures.

- Participate in the software development life cycle, including requirements analysis, testing, documentation, and validation support as needed.


Requirements

- Good skills in JavaScript and HTML.

- 1-2 years of software development experience – this is a junior-level position.

- Experience writing SQL queries.
Experience with Microsoft SQL Server or Oracle is a plus but not required.
- Ability to read code, investigate problems, and identify root causes.

- Strong debugging and problem-solving abilities.

- Good communication skills, with the ability to explain technical issues clearly to customers, Business Analysts, Software Developers, and other stakeholders.

- Sound judgment for prioritizing issues, escalating blockers, and suggesting next steps.

- Ability to work independently on multiple issues and priorities with minimal supervision.

- A customer-first mindset and a willingness to support users through technical issues in a professional and patient manner.

- Strong attention to detail when documenting bugs, support tickets, investigation steps, and resolution notes.


Nice to Have

- Experience with jQuery.

- Experience using browser debugging tools, especially Chrome DevTools.

- Familiarity with additional debugging or platform tools such as DebugDiag, Sysinternals, PowerShell, Postman, or SoapUI.

- Experience with unit testing.

- Exposure to APIs, especially SOAP or REST-style APIs.

- Knowledge of broader software engineering fundamentals like object-oriented programming concepts and patterns, data structures and algorithms, and source control tools such as Git or TFVC.

- Experience with C# or .NET frameworks.

- Experience with issue tracking and support management tools like Zendesk and Jira.

- Familiarity with Windows OS.

Method of Application

Interested and qualified? Go to Tana on www.careers-page.com to apply