PyraCloud Support Engineer L2
Amsterdam, NL
3 dagen geleden

The role

PyraCloud our SaaS(Web-application) platform has been our biggest investment to date, allowing our customers to maximize their software estate from on-premises to the cloud.

As the PyraCloud supporter, you will play a vital role in the platform’s success by analyzing and resolving issues, working with development teams to identify bugs on the platform.

You will work with colleagues and customers to support the PyraCloud vision of having every customer interact with the company through the PyraCloud Platform by the end of 2022.

This role works closely together with customers and SoftwareONE stakeholders to ensure adherence to SLA’s leading to customer satisfaction.


  • Global contact for our internal / external customers providing 2nd level tech support for SoftwareONE's PyraCloud (SAAS) platform
  • Support development team in analyzing issues
  • Reproduce L1 / L2 customer issues in the web portals, analyze root causes and report to L3 development team when required
  • Use gained experience by working on support tickets to propose improvements to the web platform
  • Monitoring and reporting on the status and health of production application
  • Able to Handle P1 / P2 issues with defined process
  • Issues with PyraCloud SAAS Platform can require the creating technical problem descriptions for the development team following the bug triaging
  • Help the QA team by performing regression and system tests
  • Adhere the SLA Process to respond the End Users as agreed with the Business
  • Transition application knowledge within and across teams as and when required
  • Create Process documents and knowledge base articles for L1 teams for known issues or reoccurring requests
  • What we need to see from you


  • Bachelor Degree in IT / Applied Computer Science or Technology( / BE / equivalent-any Steam)
  • 3+ years of experience in 2nd or 3rd level support for web-based applications
  • Knowledge of web platforms / SAAS
  • Ability or willingness learn to read log files to troubleshoot issues
  • Ability to independently and creatively analyze problems and find adequate solutions
  • Good communication and English skills is required
  • Willing to work in rotational Shifts
  • Familiarity / knowledge with ITIL terminology / ITIL framework
  • Good understanding of sales terminology is an advantage
  • 2+ years of experiences using an ERP system is an advantage
  • Experience with network or console logs is an advantage
  • Experience with ServiceNow is an advantage
  • LI-TB1

    What you should really know about us.

    Strip away everything. Strip away our brand, strip away our buildings, strip away our offices. What are we left with? Our people.

    This is what makes SoftwareONE successful.

    Passionate people who live and breathe our values every day, who delight our customers, every day, and who go above and beyond, every day.

    Our culture is unique, and I believe that having the right people, and empowering them to succeed, is the absolute key to our success.

    Patrick Winter, Founder.

    What we expect from our employees

    Success at SoftwareONE is not defined by what you do for yourself, but by what you deliver for our customers, the business and for the employees around you.

    SoftwareONE employees are energized, agile and are laser focused on delivering world class Customer Satisfaction and results.

    Our leaders motivate and inspire their teams and provide a working environment that delivers incredible levels of Employee Satisfaction.

    We are Humble, have a very high degree of Integrity and are simply not interested in politics.

    Our leaders operate with a high levels of Discipline but are able to work at Speed manage change in a global economy.

    SoftwareONE is an equal opportunity employer. With employee satisfaction as one of our core values, we are passionate about diversity and are committed to creating an inclusive environment for all of our employees.

    We want every employee to have the greatest experience of their career.

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