Snow’s mission is to stop organizations overpaying for the software they use, today and tomorrow. We help organizations optimize software availability, compliance and cost savings through delivery of on premise and cloud-based Software Asset Management solutions. Today we are the largest and most successful dedicated developer of SAM solutions with staff all over the world in regional locations. To sustain our explosive growth, we are looking for the brightest, and most highly-skilled people who have their best work ahead of them. Now is the right time to join Snow.

Location: India - we are flexible! 

What you’ll be doing:

As a 1st Line support Engineer at Snow Software, you will be required to manage technical engagements with our customers within a pre-sale as well as post sales perspective.

• Troubleshoot issues being faced by customer of Snow Software;
• Basic knowledge transfer to customers and Partners;
• Configuration Management of Snow Software;
• Liaise with Service Delivery on specific customer projects;
• Participate in virtual account teams on large customer projects;
• Liaise with Central support to resolve customer issues escalated to 2nd and 3rd line support;
• Support Snow Service Provider Partners who host Snow technology;
• Track and manage support tickets through to resolution;
• Recognise and escalate difficult technical issues within the group;
• Proactively stay up to date with all the latest technologies concerning the supported products and the underlying technologies and dissipate this knowledge to the team;
• Guide customers in the use of the product, directing them to the appropriate information and where appropriate identify opportunities for up/cross sell of Snow products and services;
• Be able to work additional hours when needed to meet customer and product needs;
• Possible on-call rotations;
• Contribute to the general knowledge of the group;
• Participate in group meetings;
• Provide support to internal Snow staff from areas such as service delivery;
• Accept incident escalations from Snow channel Partners.

What we require from you:

• Ensure the highest level of support available from Snow Software to customers and partners within the APAC region;
• Maintain a high level of customer satisfaction, measured on a regular basis;
• Create and maintain knowledge base articles/videos/community threads to address customer questions and issues ahead of support service involvement;
• Excellent interpersonal and communications skills;
• Excellent time management, decision making, prioritisation and organisation skills;
• Team player. Promotes a spirit of cooperation and teamwork;
• Welcomes challenging environments to apply specialist skills, maintaining customer confidence;
• Projects a positive and professional image, via all means of interaction, remote and face-to-face;
• Proven technical diagnostic and problem-solving skills;
• Good knowledge of ITIL framework;
• Knowledge of SQL roles and environments;
• Eager to learn new skills and technologies;
• Desire and ability to travel to Snow Headquarters in Stockholm from time to time; ( when permitted)
• Good knowledge and experience of working with Windows Server (AD, IIS / Web Services) and Desktop environments.

Desired Skills and Experience:

• 2+ years technical experience with computer software and hardware;
• Self-motivated, detail-oriented and organised;
• Able to work independently and efficiently to meet deadlines;
• Excellent communication (oral and written), interpersonal, organisational, and presentation skills;
• Ability to solve practical problems;
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form;
• Must efficiently manage time, prioritise work and multi-task across many incidents and many different customers;
• Proficient in electronic office related applications such as E-Mail clients, FTP clients and Web Browsers;
• Experience with hardware and software issues;
• Technical Skills;
• Understanding of Networks, the hardware, standards and protocols including Switches, routers, DNS, HTTP/S and TCP IP;
• Familiarity with IIS, Microsoft Operating Systems both server and client, and MS SQL Server;
• Database related qualifications desirable/ iTIL related experience/qualification and/or related computer science or industry certification/qualification.

What we offer:

This is a chance for you to accelerate your career and succeed in an environment where you will have the possibility to make a daily impact. Every day you will get to work alongside helpful and down-to-earth colleagues who are dedicated and If you are the right person for the role we will offer you exciting and developing assignments and you will get to be part of a fantastic journey within a dynamic high-growth business.

We look forward to your application!