Technical Software Support Specialist

Job Description

About the Role

Viuna ICT, a knowledge-based software company active in enterprise software development, data-driven systems, and data analytics, is looking for a Technical Software Support Specialist to join our team.

In this role, you will work directly with users and system operators, providing support, investigating reported issues, performing initial technical analysis, and coordinating with the development and technical teams to resolve problems.

This position is a good fit for someone who enjoys problem-solving, working with users, learning technical concepts, and working with enterprise software systems.

✅ Key Responsibilities

✅ Respond to user questions and support requests through phone calls, messaging platforms, and ticketing systems

✅ Guide users and system operators in using the software and its features correctly

✅ Investigate reported issues and follow them through to resolution

✅ Coordinate with development and technical teams to investigate and resolve software issues

✅ Register, document, categorize, and prioritize user requests and reported problems

✅ Perform initial technical analysis to identify possible causes of software issues

✅ Review application logs, especially error logs, to identify and analyze problems

✅ Extract information and prepare operational and statistical reports from system data when required

✅ Track support requests and keep users informed until the issue is fully resolved

☑️ Required Skills

☑️ Strong communication skills and the ability to interact professionally, respectfully, and patiently with users

☑️ Strong problem-solving skills and the ability to follow issues through to resolution

☑️ Familiarity with web-based software applications

☑️ Experience with ticketing and support systems

☑️ Basic knowledge of databases and the ability to write or understand simple SQL queries for data extraction and reporting

☑️ Ability to read and analyze application logs and identify common software errors

☑️ Familiarity with concepts such as API, services, and communication between different components of a software system

☑️ Ability to document problems, troubleshooting steps, and solutions clearly

☑️ Responsibility, attention to detail, patience, and a strong team-oriented mindset

✳️ Technical Skills & Tools

✳️ SQL / Oracle Database

✳️ REST API / HTTP / JSON

✳️ Postman for API testing and troubleshooting

✳️ Oracle SQL Developer / DBeaver for database access and data investigation

✳️ Linux / SSH and basic server administration concepts

✳️ Grafana for monitoring and dashboards

✳️ ELK / Kibana for log analysis

✳️ Zabbix or similar monitoring tools

✳️ Jira / Jira Service Management or similar ticketing systems

✳️ Confluence or similar documentation tools

✳️ Basic knowledge of Docker is a plus

✳️ Familiarity with networking concepts such as TCP/IP, ports, DNS, and HTTP/HTTPS is a plus

⭐ Nice to Have

⭐ Previous experience supporting enterprise software or web-based applications

⭐ Experience working with Oracle databases and SQL

⭐ Experience in application log analysis and troubleshooting

⭐ Familiarity with REST APIs and tools such as Postman

⭐ Experience with monitoring and observability tools such as Grafana, ELK, Prometheus, or Zabbix

⭐ Basic knowledge of Linux and Docker

⭐ Experience with Help Desk, Ticketing, ITSM, or Incident Management processes

About This Role

This is not simply a customer support position.

At Viuna, a Technical Software Support Specialist is expected to understand the problem, collect the right information, perform initial investigation, identify possible causes, and communicate the issue clearly to the technical team when deeper investigation is required.

For this reason, alongside communication skills, we highly value analytical thinking, technical curiosity, and the ability to learn.

Candidates who do not yet have strong knowledge of SQL, APIs, or log analysis but have the motivation and ability to learn these areas are also encouraged to apply.

Why Join Viuna?

At Viuna, you will not be limited to answering support requests. You will work with enterprise-scale, data-driven software systems and deal with real-world technical and operational challenges.

You will have the opportunity to work closely with development and technical teams and gradually grow from a traditional support role into a Technical Application Support Specialist with stronger troubleshooting and software-analysis skills.

✅ Continuous technical learning alongside an experienced development team

✅ Exposure to real-world enterprise software systems

✅ Opportunity to develop skills in SQL, APIs, Log Analysis, Monitoring, and Troubleshooting

✅ Close collaboration with development, technical, and product teams

✅ A dynamic environment focused on learning and problem-solving

If you enjoy solving problems, working with users, investigating software issues, and developing your technical skills, we would be happy to hear from you.