Wolters Kluwer provides professionals in various sectors with specialized information and technological solutions. Information, software, and training that help our customers make decisions in their daily practice and allow them to perform their work efficiently.
As part of the global Wolters Kluwer group, we combine in-depth knowledge of our local market with insights into global trends, enabling us to continuously invest in new technologies. Wolters Kluwer shares are listed on Euronext Amsterdam (WKL) and are also included in the AEX and Euronext 100 indices. The company has more than 21.000 employees in more than 40 countries.
About the Business Unit Tax & Accounting Software (TAA)
The Business Unit Tax & Accounting Software develops and sells products for tax and accounting professionals and businesses. Our BU offers a wide range of software solutions: ERP software; accounting, financial and tax advisory, and practice management software. In this role, you will focus on our key product Codabox Codabox - Maak de klik met digitaal boekhouden.
You will join the Customer Care team of 10 people, however you will work very independently with a strong and direct line to the Customer Care manager. You are flexible to work from our office in Leuven, in combination with the flexibility to work from home (3 days/week).
We are looking for an Application Support Engineer for Codabox. The goal of this function is to:
1. Daily monitoring the Codabox services and APIs.
2. Work on the resolution of incidents.
3. Supported by the Ops partner manager, maintain a technical relationship with key stakeholders of Codabox
4. Propose scalable improvements towards product management and development
5. Maintain good professional relationships with counterparts of DevOps, Software development teams and sales.
Your Role:
Service Assurance: monitoring & problem solving
6. Responsible for identifying incidents and handling, from start to finish, escalating to necessary parties, both internal and external
7. Assist in root cause analysis for the TOP10 problems with major impact on the services availability.
8. Ensure the services in scope are correctly monitored with the enterprise monitoring systems (e.g. Datadog)
9. Propose improvements on internal technical procedures and tools
Partner support
10. Technical POC for partners, communicating by e-mail, phone and Teams Cal
11. API Partner onboarding and technical support
12. Close collaboration with Ops partner manager in case of incident at external partner
13. Identify risks and (recurring) problems related to external partners (based on customer support tickets)
14. Learn and document the technical specifications of partner applications, like accountancy software and bank connections (SWIFT, EFIS)
Technical support
15. Perform technical analysis of complex issues in the back-end of the Codabox system (while working with Github, API calls, Powershell, JSON)
16. Perform technical updates by executing scripting and SQL on database and backend system
17. Learn the database structures and use SQL for data lookup and data analysis
18. Working with Confluence, Jira, etc
19. Perform proactive support: analyze issues potential common causes, escalate when needed
20. You support Customer Care colleagues and help them answer technical questions
Your profile:
21. Bachelor Degree, preferably in Information Technology or equivalent by relevant experience
22. An affinity for technology based on an API JSON HTTP request (using Postman)
23. Experience with Github, Powershell and SQL
24. Experience with Datadog, Python, Django, or Linux is a plus
25. Knowledge of an accountancy software is a plus
26. At least five years of relevant experience in a similar function
27. Fluent in Dutch; basic in French
28. Analytical and troubleshooting skills
29. Strong in clearly structuring and explaining complex material
30. Team Player
Our offer:
You will join a dynamic and ambitious team! The role offers variety and independence. You will work with up-to-date tools and documentation to perform your job effectively.
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