Senior Application Customer Support Engineer (Fully Remote)

EXUS is an enterprise software company, founded in 1989 with the vision to simplify risk management software. EXUS launched its Financial Suite (EFS) in 2003 with the aim of supporting financial entities worldwide to improve their results. Today, our EXUS Financial Suite (EFS) is trusted by risk professionals in more than 40 countries worldwide (MENA, EU, SEA). Two of our clients in SEA are major banks in the Philippines. We introduce simplicity and intelligence in their business processes through technology, improving their collections performance.

Our people constitute the source of inspiration that drives us forward and helps us fulfill our purpose of being role models for a better world.

This is your chance to be part of a highly motivated, diverse, and multidisciplinary team, which embraces breakthrough thinking and technology to create software that serves people. We offer a creative, fun, and above all, inspiring working environment that fosters team spirit and promotes the greater good. We are positive and eager to learn and explore. We are committed to our vision.
Our shared Values:

• We are transparent and direct
• We are positive and fun, never cynical or sarcastic
• We are eager to learn and explore
• We put the greater good first
• We are frugal and we do not waste resources
• We are fanatically disciplined, we deliver on our promises

We are EXUS! Are you?
Requirements
Our Customer Success Team is looking for a talented Senior Application Customer Support Engineer to provide remote support to our clients on the operation and maintenance of EXUS installations on their premises.

Due to our global presence working in shifts and some weekends will be required.
Role’s Responsibilities:

• Provide L3 technical application support to a production application, systems, and business team. Investigate incidents, interruptions, or bugs in operational systems. Perform triaging and problem-solving to identify issues, and implement change or workaround to ensure continued use of the application.
• Configure the Application via SQL Queries and code manipulation to optimize workflows and improve the productivity and efficiency of overall order fulfillment processes.
• Serves as an escalation point to resolve application-based issues fielded by Tier 2 Application support.
• Create and document processes and procedures for all tasks, systems, and new tools released from Engineering and provide training to the Tier 1 & 2 organizations.
• Become intimately aware of the core products and how fulfillment workflows integrate from the customer to inVia systems.

• Perform queries in Postgres, analysis of service and server logs, truncating log files to clear space, etc.
• Serves as an escalation point for the Tier 1 and 2 resources for issues arising in production.
• Improve configurations at new production sites.
• Incident registration and management through EXUS’ Helpdesk software
• Analysis, resolution, and follow-up of reported incidents with the Engineering teams

• Development of Change Requests, testing, installation, and maintenance of EXUS’ proprietary software (by using PL/SQL Developer)
• Monitoring, health check, and application housekeeping of our managed service cloud environments
• Mentoring and guiding less experienced team members
• Regular communication with our clients

Requirements:

• University Degree in Computer Science or relevant discipline
• At least 8 years of relevant working experience
• Experience in Collections/Banking systems will be highly appreciated
• Very good knowledge of PL/SQL and Oracle Databases, DBA skills are required
• Customer-focused mentality with attention to detail and accuracy

• Discipline in properly following up all customer requests
• Strong communication, presentation, and writing skills in English

Benefits
At EXUS we help our people to achieve excellent results by creating a work environment that encourages individual and team success.

• Fully remote work setup
• Competitive salary
• Inclusive work environment & Well-being Program
• A clear induction program & a mentoring buddy to help you
• Private health insurance allowance
• Unlimited time off