Software Technical Support Specialist

As a Software Technical Support Specialist, you will be a key player in ensuring client satisfaction by providing
- quality technical support for our E-Agora platform. You will manage technical issues, data operations, and documentation, while continuously improving service quality and internal processes.

Key Responsibilities:

Customer Support & Issue Resolution

• Handle and resolve support tickets via Jira, escalated by Customer Success Managers.
• Analyze incidents, prioritize actions, and coordinate with technical and business teams to ensure fast resolution.
• Communicate clearly with CSMs, providing explanations and technical guidance.

Data Management & Compliance

• Manage and validate client data according to specific standards and requirements.
• Maintain technical files, data matrices, and related documentation.
• Monitor data flows and proactively address anomalies.

Documentation & Training

• Create and update internal technical documentation.
• Share knowledge and train new team members.
• Contribute to improving internal tools and processes.

System Monitoring & Maintenance

• Support system monitoring, dashboards, and alerts to ensure smooth data processing.
• Perform maintenance tasks and help configure new retailers.
• Participate in performance and load testing.

As part of our continuous improvement efforts, you play an analytical role by identifying recurring tickets and finding appropriate solutions to ensure they do not reappear.

During project phases, you collaborate with project managers, implement new functionalities requested by clients, and ensure compliance with project schedules and deadlines.

You will also be involved in the development of a new solution.

Your profile

• You hold a degree Information Systems, Computer Science, or a related field, or equivalent professional training/experience in technical support.
• Previous experience in a support role with strong
  - solving skills.
• Well understanding of APIs and configuration management to support integration processes.
• You are familiar with digital tools and platforms for data management and issue resolution (no coding required).
• Excellent communication skills in English, (french is a plus), with the ability to work effectively across technical and
  - technical teams.
• You have strong attention to detail and a proactive approach to issue resolution.

What we offer ?

• Full-time position with two remote workdays per week.
• An annual bonus.

The position is based in Lisbon and is available on a permanent contract.