Software Support Engineer (Mid-Level)

Job Description:

Software Support Engineer (Mid-Level)

Location:

Iasi, ROU

Our mission is to unlock human potential. We welcome you for who you are, the background you bring, and we embrace individuals who get excited about learning. Bring your experiences, your perspectives, and your passion; it’s in our differences that we empower the way the world learns.

About the Role:

Work Model: Hybrid (3 days onsite)

We are seeking to hire a Middle Software Support Engineer with 2-3 years of experience to take on a crucial role in supporting Wiley's Research platform. In this position, you will be responsible for application maintenance, support, and development. You will collaborate closely with the development teams to resolve issues, ensure timely resolutions for Incidents and Service Requests, and contribute to the overall improvement of the platform's functionality and performance.
 

We are seeking to hire a Mid Level Software Support Engineer with 2–3 years of experience to take on a crucial role in supporting Wiley's Research platform. In this position, you will be responsible for application maintenance, support, and development.
 

You will collaborate closely with the development teams to resolve issues, ensure timely resolutions for Incidents and Service Requests, and contribute to the overall improvement of the platform's functionality and performance.

How You Will Make An Impact

• Provide technical expertise in maintenance, support, and troubleshooting for the application.
• Work closely with development teams to implement solutions and improvements.
• Take ownership of complex issues and guide junior members in resolving problems.
• Contribute to process refinement, Incident Management, and related workflows.
• Proactively identify areas for improvement and recommend solutions.
• Report on root causes of issues, document processes, standard operating procedures, and solution requirements.

What We Look For

• 2–3 years of solid experience in software support or developing/testing web-based enterprise applications.
• Experience in using SQL queries
• Proficiency in tools and technologies such as ServiceNow, Dynatrace, Kibana/Elasticsearch, Sumo Logic
• Experience in API testing using tools like Postman or any programming language.
• Strong analytical and critical-thinking skills with a keen eye for detail.
• Excellent communication skills to effectively interact with both technical and non-technical stakeholders.
• Demonstrated ability to troubleshoot and support web-based applications and interface technologies.
• Demonstrated ability to work independently and as part of a team, as well as to onboard new colleagues and mentor junior-level team members.
• Proven ability to proactively solve problems and recommend solutions, fix issues, and suggest workarounds.

About Wiley:

Wiley is a trusted leader in research and learning, our pioneering solutions and services are paving the way for knowledge seekers as they work to solve the world's most important challenges. We are advocates of advancement, empowering knowledge-seekers to transform today's biggest obstacles into tomorrow's brightest opportunities.

With over 200 years of experience in publishing, we continue to evolve knowledge seekers' steps into strides, illuminating their path forward to personal, educational, and professional success at every stage. Around the globe, we break down barriers for innovators, empowering them to advance discoveries in their fields, adapt their workforces, and shape minds.

Wiley is an equal opportunity/affirmative action employer. We evaluate all qualified applicants and treat all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, protected veteran status, genetic information, or based on any individual's status in any group or class protected by applicable federal, state or local laws. Wiley is also committed to providing reasonable accommodation to applicants and employees with disabilities. Applicants who require accommodation to participate in the job application process may contact tasupport@wiley.com for assistance.

We are proud that our workplace promotes continual learning and internal mobility. Our values support courageous teammates, needle movers, and learning champions all while striving to support