Senior Technical Support Engineer

GDS Link is a group leading provider of technology and service solutions to the financial industry, with market-leading clients across numerous financial verticals. GDS' software provides power and flexibility to rapidly implement and automate comprehensive credit risk strategies, decisioning and processes in the context of virtually any lending and account management platform.

The solutions leverage cloud execution to maximize flexibility, accelerate implementation and reduce costs.

The GDS group has five international offices including the United States, United Kingdom, Spain and the Philippines.

We believe in collaboration, innovation, and excellence, and we’re looking for passionate individuals to help us continue our growth. If you want to work in an environment that’s dynamic, supportive, and full of opportunity, GDS Link is the place for you.

We are looking for a highly committed and responsible person with proven strong organizational skills to join the Global Technical Support Team of a fast-growing international software and consultancy company with first-class customers predominately in Spain and Europe. Our mission-critical software products are installed at various credit institutions and our clients require assistance to install, configure and troubleshoot our solutions.

As a member of the Global Technical Support Team, the candidate will report to the Head of Client Support performing the following duties :

• Technical support of solutions hosted by GDS Modellica in AWS or deployed to client environments.
• Support software releases and deployments.
• Troubleshoot and diagnose customer issues.
• Manage tickets with SLAs.
• Participate in out of hours support activities and rotas.
• Write and maintain high-quality technical documentation (client specific as well as internal).
• Work closely with the Delivery team providing technical project support of any kind such as :
• Provide hardware and software requirements and IT infrastructure design.
• Installation and configuration of GDS Modellica applications on clients’ servers as well as in the cloud infrastructure (SaaS).
• Perform technical trainings to clients.
• As ultimately responsible for the Technical Support Help Desk and Support system providing first-class support to our clients post-delivery.

The position is based in Madrid office and most of the work is done at our premises with occasional displacements to clients’ sites.

Requirements

In order to carry out the role successfully the following skills and experience are a must :

Required skills :

Additional skills and experience (“nice to have”) :

What we offer :

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