Junior Software Support Engineer

About the role

We are looking for a Junior Software Support Engineer to join a global software company that delivers technology solutions for laboratory operations, data management and workflow automation. The role sits between the customer‑facing support team and the engineering/R&D team, investigating and resolving software issues reported by customers.

Key responsibilities

• Investigate, troubleshoot and resolve customer‑reported software issues.
• Tri­age incoming cases, assess severity, impact and reproducibility.
• Engage directly with customers to clarify problems, identify root causes and propose fixes or work‑arounds.
• Use database queries, monitoring, logging and browser developer tools to analyse application and data issues.
• Develop and implement low‑to‑medium complexity fixes, including code changes, configuration updates, scripts or data corrections.
• Collaborate with development teams to stay informed on new features, known issues and planned fixes.
• Maintain support tickets, defect reports and development tasks in Zendesk and Jira.
• Create and update technical documentation such as troubleshooting guides and knowledge‑base articles.

Required profile

• Solid JavaScript and HTML knowledge.
• 1‑2 years of software development experience (junior level).
• Ability to read code, investigate issues and determine root causes.
• Strong debugging and problem‑solving abilities.
• Clear communication skills for explaining technical issues to customers and internal teams.
• Good judgment when prioritising issues, escalating blockers and recommending next steps.

Required skills

• JavaScript
• HTML
• SQL
• Microsoft SQL Server (or Oracle)
• Zendesk
• Jira
• Browser developer tools