About this role
• 5+ years’ experience in technical customer facing roles (Support, Consulting, Pre-Sales) • High degree of analytical and problem solving skills – not only being good at it, but genuinely enjoying it! • Solid proficiency Windows and/or Linux • Database fundamentals – Postgres a plus • Strong technical experience profile combined with outstanding communication skills • Ideally has software development experience/expertise and/or System Administration background • Experience with Cloud Technologies (AWS, GCP, Azure) is a plus - Google Cloud Platform (GCP) even better! You are Seal Software’s customer interface for all technical matters, most importantly, troubleshooting any problems with Seal software installation, operations or management. As a key interface between Seal customers and Seal R&D, you will be delivering outstanding 1st and 2nd level customer support for Seal Contract Discovery and Analytics (ScD & ScA) solutions in accordance with Seal’s SLAs. They will need to develop and maintain key working relationships with the North American and EMEA customer user community by providing excellent customer service. Responsibilities: • General Helpdesk Support – Support the user community in their requirements, while meeting agreed Seal services levels commitments • Monitor the quality control of Seal’s applications for the customers. This includes: • Making proposals/suggestions to Seal R&D to continuously improve the customer user experience and quality of Seal Software products • Participating in software quality testing by providing beta release user testing and feedback for product releases • Specific customer issue resolution – support the user community in timely resolution of any issue which may arise. Timely resolution could come in the form of: • Providing/ suggesting workarounds for serious or critical issues while under investigation by Seal R&D • Being the main customer interface to Seal R&D to resolve customer bug issues and manage communication with the customer • Become a “Superuser” of Seal Software products with the ability to advise customers when/where necessary to use relevant solutions most effectively • Build and manage support knowledge base for commonly inquired issues • Assist with Professional Services & Pre-Sales internal or field integrations when necessary Contract Analytics Development part of Seal Software Group have their office in central Gothenburg including both development team and IT support functions. Around 50 people working in the office in Gothenburg.