Ion50mo ago

Support Engineer

PisaFull-timemid

Customer SupportSupport Engineer

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Quick Summary

Overview

About ION We are a Software Product Company with a global footprint in the FinTech sector. With more than 10,000 professionals across 40+ offices worldwide,

Technical Tools

Customer SupportSupport Engineer

About ION

We are a Software Product Company with a global footprint in the FinTech sector. With more than 10,000 professionals across 40+ offices worldwide, we provide solutions combining trading and workflow automation, market data, and advanced business intelligence.

The Support Engineer / Service Specialist plays a key role in the delivery, support, and maintenance of software services, acting as a primary point of contact for customers on both technical and functional matters.

As part of the Service Management Team, you will be responsible for investigating issues, restoring services, coordinating with internal teams, and ensuring customers are kept informed throughout incident resolution. The role contributes directly to service reliability, customer satisfaction, and the continuous improvement of hosted environments.

Provide technical and functional support to customers via phone, email, and case management systems

Investigate incidents, track resolution progress, and communicate timely updates to customers

Lead or support service restoration activities following software or infrastructure failures

Perform application and system checks to proactively identify and resolve issues

Build and maintain strong knowledge of supported applications, including database structures and configurations

Collaborate with Development, Operations, Security teams, and third‑party vendors to resolve issues

Support testing of new or changed products and services

Assist with service releases and deployments

Contribute to IT security and cybersecurity activities, supporting risk mitigation and recovery efforts

Degree in Computer Science, Computer Engineering, or a related technical discipline

Strong analytical and problem‑solving skills, with a proactive and structured approach

Good working knowledge of Linux / Unix systems and command‑line environments