Customer Support Engineer

As a Customer Support Engineer at Rojo Consultancy, you will be responsible for ensuring operational excellence for our clients by providing real-time monitoring, actively reporting errors, and troubleshooting any integration issues that may arise. Your daily tasks will involve problem-solving, engaging with various systems like SAP, Salesforce, and AWS, and working closely with a global team 24/7 to enhance the overall customer experience.

To be considered for the Customer Support Engineer role at Rojo Consultancy, candidates should ideally have 3-6 years of experience in an IT organization, particularly in integration support. A bachelor’s degree in computer science or a related field is preferred. Familiarity with integration platforms such as SAP CI or MuleSoft, alongside skills in observability tools like Splunk, is highly advantageous.

Success as a Customer Support Engineer at Rojo Consultancy hinges on a mix of technical skills and soft skills. Candidates should exhibit strong analytical capabilities, an ability to identify patterns, and a continuous improvement mindset. Furthermore, possessing a passion for technology, strong customer service orientation, professional English proficiency, and the ability to work autonomously in a diverse team setting is crucial.

The work environment for a Customer Support Engineer at Rojo Consultancy is vibrant and diverse, emphasizing inclusivity and collaboration. Expect a global atmosphere with team members from various backgrounds, working around the clock to ensure client satisfaction. We also promote flexible work arrangements, including hybrid work options, which allow for a better work-life balance.

Rojo Consultancy is dedicated to supporting your professional growth. As a Customer Support Engineer, you will benefit from a yearly education budget for training and mentorship programs designed to help you develop your skills. This commitment to professional development ensures that you remain at the forefront of industry trends and technologies, empowering you to take charge of your career trajectory.

When answering this question, highlight your specific experience with integration platforms like SAP CI, MuleSoft, or SnapLogic. Share projects where you utilized these tools and discuss challenges you faced and how you overcame them, demonstrating your problem-solving abilities and technical expertise.

Describe your methodical approach to troubleshooting, emphasizing the importance of quickly identifying the root cause of issues. Discuss your experience with monitoring and observability tools, and how they aid in delivering prompt solutions while maintaining customer satisfaction.

Provide a brief overview of Event Driven Architecture, mentioning its significance in systems integration. Talk about any projects or experiences you have where you applied this knowledge, showcasing your understanding of its principles and benefits in real-world applications.

Explain your prioritization process, focusing on assessing ticket severity and urgency, considering customer impact, and effective time management strategies. Share examples of how you successfully balanced multiple tasks in a previous role, illustrating your organizational skills.

Use this opportunity to highlight your analytical skills. Share a specific situation where you identified inefficiencies and implemented changes that enhanced productivity or service quality. Emphasize the positive outcomes of your actions.

Be honest about your comfort level with rotational shifts. If you have prior experience, describe it, noting how you adapted. Talk about the importance of flexibility and teamwork in a 24/7 support environment.

Discuss specific monitoring tools you're familiar with, such as Splunk or Data Dog, and how you’ve used these tools in your previous roles. Highlight the features you find most beneficial for ensuring systems run smoothly and efficiently.

Share a relevant example where you faced a difficult customer situation. Focus on the steps you took to listen, empathize, and provide a solution, underscoring your commitment to customer satisfaction and strong interpersonal skills.

Discuss your dedication to professional development. Share how you stay updated with the latest technology trends through courses, webinars, or industry publications. Providing examples of how this learning has benefited your past roles will add weight to your answer.

Express your enthusiasm for the role and the company. Mention what attracted you to Rojo Consultancy, such as its focus on innovative projects, supportive work culture, and commitment to diversity, and how your skills would align with its mission and values.