Software Support Engineer

hace 4 días

Mar del Plata, Buenos Aires, Argentina Simpalm | Digital Innovation A tiempo completo $30.000 - $60.000 al año

Simpalm is hiring an experienced 
Software Support Specialist
 to provide high-quality application and user support to internal employees and system users.

This role involves resolving inquiries, recommending solutions, educating users on software features, and helping them understand the full value of the tools they use daily.

Key Responsibilities

  • Respond promptly to internal user inquiries via email, chat, or call, ensuring timely and accurate resolution.
  • Troubleshoot and resolve software-related issues across internal applications (CRM, ERP, custom platforms, etc.).
  • Recommend solutions and educate users on product features and functionalities they may not be aware of.
  • Document recurring issues, resolutions, and user guides in the internal knowledge base.
  • Collaborate with development, QA, and infrastructure teams to report bugs or feature requests.
  • Conduct onboarding and refresher sessions for new employees on software tools and workflows.
  • Track support metrics, monitor ticket queues, and ensure SLA compliance.

Required Skills & Experience

  • 4–8 years of experience
     in 
    software or application support
     (not hardware/desktop support).
  • Strong ability to understand new software systems quickly and guide users effectively.
  • Excellent troubleshooting and analytical skills — able to identify and isolate the root cause of issues.
  • Exceptional communication and interpersonal skills; able to simplify complex technical topics for non-technical users.
  • Experience using ticketing tools like Zendesk, Jira, or Freshdesk.
  • Familiarity with SQL queries, APIs, or data validation preferred but not required.
  • Strong time management and prioritization skills in a fast-paced environment.

Ideal Candidate Attributes

  • Proactive problem solver who enjoys helping people succeed with technology.
  • Quick learner with a structured and calm approach to troubleshooting.
  • Patient, empathetic, and customer-service oriented.
  • Self-motivated and able to work independently with minimal supervision.

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