Product Support Engineer

Ready to explore the world of Product Support Engineering at Meltwater? We're on the lookout for individuals like yourself to join our team and elevate our customer experience. When you come aboard, you will be responsible for providing technical assistance and supporting clients in utilizing our products and services effectively. Your strong technical skills and problem-solving abilities are crucial in delivering exceptional services to our clients.

Meltwater isn't just about work; it's a pathway to personal and professional evolution. Here, you'll immerse yourself in an ecosystem that cultivates your skills, promotes mentorship, and advocates for inclusive leadership. Engage with experienced Product Support Engineers and accomplished leaders who stand ready to support you at every turn.

Join our dynamic community, where we celebrate your distinct contributions and empower you to realize your full potential.

• Collaborate with an international team to provide support for our Global Portfolio of Customers spanning various industries.
• Manage, prioritize, and troubleshoot a pipeline of tickets, application requests, and project activities efficiently.
• Promptly respond to system-generated alerts/escalations concerning any service platform failures.
• Collaborate across teams to troubleshoot issues, identify root causes, and implement effective solutions.
• Proactively interact with both internal and external customers to ensure the highest level of client satisfaction is attained.
• Ensure clear, concise, and effective communication with customers, vendors, and internal stakeholders at Meltwater.
• Enforce support case management guidelines, meeting SLAs, and diligently maintain case updates within the Support System of Record (Jira).
• Administer a variety of technical projects focused on maintaining Meltwater applications and enhancing Product Support workflows, tools, and efficiencies.
• Drive and implement new initiatives to enhance support in the client lifecycle, including designing solutions, engaging stakeholders, documenting standards for best practices, providing feedback, and designing newsfeeds for client engagement.

• Bachelor's degree or higher, preferably in Computing or Engineering.
• 1-3 years of relevant work experience.
• Demonstrated ability to collaborate and approach problem-solving with a focus on enhancing customer experience and fostering interdepartmental collaboration.
• Skilful in prioritizing requests to optimize efficiency and promote team synergy.
• Familiarity with MongoDB/NoSQL or MySQL/MSSQL databases is advantageous.
• Strong troubleshooting, problem-solving, investigation, and diagnostic skills.
• Experience with ticketing systems like JIRA, Intercom, or similar live chat platforms is advantageous.
• Excellent written and verbal communication skills in English.
• Willingness to embrace the best of both worlds with our hybrid work schedule. This role requires you to be in the office 2 days a week.
• The ability to legally work in the country of hire is required for this position.

• Enjoy flexible paid time off for enhanced work-life balance
• Meltwater demonstrates commitment to your well-being by contributing towards Discovery Health, ensuring robust healthcare coverage
• Complimentary CalmApp subscription for you and your loved ones because mental wellness matters.
• Energetic work environment with a hybrid work style, providing the balance you need
• Benefit from our family leave program, which grows with your tenure at Meltwater.
• Thrive within our inclusive community and seize ongoing professional development opportunities to elevate your career.

Where You'll Work: V & A Waterfront, 3 Dock Rd., 8001 Cape Town

Meltwater is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: At Meltwater, we are dedicated to fostering an inclusive and diverse workplace where every employee feels valued, respected, and empowered. We are committed to the principle of equal employment opportunity and strive to provide a work environment that is free from discrimination and harassment.

All employment decisions at Meltwater are made based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, marital status, veteran status, or any other status protected by the applicable laws and regulations.

Meltwater does not tolerate discrimination or harassment of any kind, and we actively promote a culture of respect, fairness, and inclusivity. We encourage applicants of all backgrounds, experiences, and abilities to apply and join us in our mission to drive innovation and make a positive impact in the world.

We may use AI to assist in aspects of our hiring process, such as reviewing candidate information and supporting evaluation activities. These tools are used only to assist our team through increased efficiencies. Every output continues to be reviewed by humans, and all hiring decisions are made by humans. We remain committed to evaluating candidates fairly, consistently, and in compliance with all applicable laws.