Technical Software Support Engineer

at  acre security

Are you passionate about shaping the future of security solutions? Do you thrive in an environment that values innovation and teamwork? If so, acre security is the place for you! Join us in making the world a safer place, one innovation at a time.
Position: Technical Software Support Engineer
Location: Dublin, Ireland.

A BIT ABOUT US

At acre, we’re not just creating security solutions; we’re crafting peace of mind. Since our inception in 2012, we’ve been at the forefront of innovation in access control, visitor management, and intrusion software. Join us in our mission to provide top-notch security solutions globally.
Role Summary:
Acre security is seeking an experienced “Technical Software Support Engineer” to join our team in Ireland. You will be responsible for providing remote support to clients on company software & hardware products, ensuring queries are resolved efficiently, with a high level of customer satisfaction and within the customers agreed Service Level Agreement (SLA). This role demands a hands-on approach to troubleshooting, investigating, and resolving technical issues across various systems.
What You’ll Do:

In addition to the above, you’ll focus on the following

• Manage and prioritize client calls and emails using the TDS Helpdesk software
• Communicate complex technical issues to clients and provide clear, step-by-step guidance for resolution
• Perform in-depth troubleshooting of software and hardware issues, including reading and analyzing log files.
• Investigate database issues, including writing and executing SQL queries to retrieve and manipulate data.
• Investigate and resolve issues within cloud infrastructures, such as AWS Platform and provide support and guidance to our customers on-prem.
• Manage priorities of conflicting situations
• Liaise with the TDS Support Desk Manager and the relevant software and hardware stakeholders to resolve all raised
• Maintain and contribute to TDS online Knowledge Base articles.
• Reporting of Software bugs and improvements to the development team.
• Document and report software bugs, enhancements, and customer feedback to the development team, ensuring clear and detailed descriptions.

What You’ll Need to be Successful:

• Bachelor’s Degree in Computer Science or similar qualification or similar experience in the field.
• 2 years’ minimum experience as a technical Software Support Engineer
• Understanding of databases (preferably Oracle) and SQL principals
• PL/SQL and JavaScript knowledge preferred
• Experience/Knowledge of Amazon AWS a significant positive
• Experience in Linux and Windows Operating Systems
• Troubleshooting and resolution experience
• Excellent communication and reporting skills
• Customer service experience
• Experience using various VPN software

WORK ENVIRONMENT & REQUIREMENTS:

• Employee will work in a hybrid environment, with requirements to work from the office on a set number of days per week.
• Some travel and fieldwork potentially including international travel
• On call rotation will be expected, to support the 24x7 support model (P1 tickets)
• Career path in the R&D team is a potential option in the future.

WHAT YOU’LL GET FROM US:

We strive to do more than just match your ambitions. Whatever role you’re looking for, you’ll have access to a range of exciting opportunities when you join acre security:
Break the mould-Contribute to ground-breaking solutions that redefine our industry. Join a team of disruptors who push boundaries and challenge the status quo.
Collaborate with the best-Work alongside a diverse and talented group of industry experts, engineers, and visionaries. Together, we’ll inspire you to new heights
Make an impact-Help us create a safer world for everyone. Contribute to pioneering security initiatives and technologies that make a real difference to the people we serve
Grow and evolve-Access a range of learning opportunities. From training programs and mentorship initiatives to industry conferences, you’ll have everything you need to advance your career
Join a supportive community-Thrive in a supportive and inclusive culture that encourages collaboration, champions initiative, embraces new perspectives, and gives everyone a voice
Get recognised for your work-We offer competitive compensation packages, performance-based incentives, and a range of benefits that reward you for your dedication.
Joining acre isn’t just a job; it’s an invitation to a dynamic, forward-thinking community. Come join us if you’re ready for a company that values innovation, customer-centricity, resilience, and unity – a place where your skills meet limitless possibilities.

Please refer the Job description for details