Systems Engineer

The Role

Mpro5 is an operational compliance platform that helps large, multi-location businesses run smoother, safer operations by unifying tasks, checks, and reporting into one easy-to-use system—built around how our customers’ teams already work. We’re entering an exciting new chapter as a company and are looking for a Systems Engineer to join our team.

As a Systems Engineer, you will be responsible for investigating and triaging reported incidents, providing exceptional customer support, and ensuring timely resolution of technical issues. This role requires a proactive individual with strong problem-solving abilities and excellent communication skills to manage incidents and support queries effectively.

Key Responsibilities 

• Investigate and triage reported incidents, ensuring accurate identification and replication of issues.
• Clearly document issue replication steps to facilitate efficient troubleshooting and resolution.
• Coordinate resolution efforts with multiple departments, ensuring all stakeholders are informed and involved as necessary.
  
• Regularly update customers with the status of their incidents, maintaining clear and professional communication.
• Assist with support queries as needed, ensuring all customer inquiries are addressed promptly.
• Respond to Customer Support requests via our ticket system, using telephone, email, and the ticket portal.
• Troubleshoot and monitor low to high impact issues, ensuring problems are resolved to completion and well documented.
• Ensure service requests and incidents are prioritized by urgency and impact to the customer.
• Ensure relevant support staff are aware of current support issues, facilitating effective team collaboration.
• Provide detailed investigation steps followed before escalating to other teams, ensuring a thorough understanding of the issue.

About You

• A good understanding of Microsoft SQL
• Proven experience in a technical support or similar role, preferably within a SaaS environment.
• Strong problem-solving skills with the ability to think analytically and troubleshoot complex issues.
• Excellent written and verbal communication skills, with the ability to convey technical information clearly and concisely.
• Experience using ticketing systems and support tools.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• Strong customer service orientation with a commitment to providing exceptional support.
  
• A good team player
• Must have a positive attitude and be willing to take on tasks