Snow Software is the global leader in technology intelligence solutions, ensuring the trillions spent on all forms of technology is optimized to drive maximum value. More than 4,000 organizations around the world rely on Snow's platform to provide complete visibility, optimize usage and spend, and minimize regulatory risk. Headquartered in Stockholm, Snow has more local offices and regional support centers than any other software asset and cloud management provider, delivering unparalleled results to our customers and partners.

Role purpose: Provide escalation ownership of support cases with appropriate customer engagement and response against reported support requests. Ensuring right next steps, expectations, and progress towards resolution. Provide trusted resource mentor to 1st Line support engineers.

Key accountabilities:

• 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 knowledgebase articles/videos/community threads to address customer questions and issues ahead of support service involvement
• Review provided case data and current investigation path clarifying with the customer where required and take appropriate action.
• Updating support cases with appropriate technical steps and customer conversations ensuring appropriate documentation for issue tracking
•  Maintain Knowledge Based articles alongside support case management as required to share Knowledge.
• Ensure appropriate internal and external communications and action plans are present in the case at all times, including steps to resolve.
• Provides technical training/mentor to other support teams to reduce time to resolution given their knowledge and experience level.

About you: 

To be successful in this role, we see that you are service-minded and a great communicator—your motivation lies in solving problems for our customers and helping others. You appreciate being part of a team and fully understand how sharing Knowledge with your colleagues helps us deliver better customer solutions. 

You are curious and continuously find ways of building improvement for you as a person but also for the team. To keep up with the rapid change of our products and business, you need to be flexible, solution-oriented, and not afraid of rolling up your sleeves.

You can handle and progress complex technical issues and convey complex technical issues to a non-technical audience. 

You project a positive and professional image via all means of interaction, remote and face-to-face.

• Able to work independently and efficiently to meet deadlines
• Can interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Must efficiently manage time, prioritize work and multi-task across many incidents and many different customers
• Good Knowledge of the ITIL framework
• Knowledge of SQL roles and environments.
• Good Knowledge and experience of working with Windows Server (AD, IIS / Web Services) and Desktop environments.
• ​​​​ Ideally, 4+ years of technical experience with computer software and hardware
• Experience in delivering support for mixed IT environments and MS SQL-based applications.
• Strong Knowledge in one or more of the following operating systems: Microsoft Windows, Linux, Unix, and OS X.Understanding of Networks, the hardware, standards, and protocols including Switches, Routers, DNS, HTTP/S, and TCP IP.
• It’s an advantage if you are familiar with Microsoft SCCM, PowerShell, IIS, and Software asset management (SAM)

This is a chance for you 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 ambitious. We fully recognize that it is our employees that make Snow a success and the global leader in the development and delivery of dedicated SAM solutions. 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.

Please apply in English. 

We look forward to your application.