Product Support Engineer II

Job Description: 

About C&R Software 

We are a division of Jonas Software, Inc (www.jonassoftware.com). which is the valued technology partner of over 80,000 customers worldwide in more than 15 countries. Jonas employs over 2,700 skilled individuals consisting of a cross-section of industry experts and technology professionals. Jonas is headquartered in Canada and operates offices throughout North America, South America, the United Kingdom, Europe, Australia and New Zealand. Jonas is a 100% owned subsidiary of Constellation Software Inc. (www.csisoftware.com), headquartered in Toronto and traded on the TSX (CSU.TO). 

C&R Software (www.crsoftware.com) delivers optimized solutions across the Collection and Recovery lifecycle, empowering organizations to manage their end-to-end collections operation more effectively and compliantly. 

Collections is an increasingly complex and evolving landscape, but with C&R’s sophisticated systems, it becomes simple for users to drive process automation while having the flexibility to easily adapt to change. Our cloud-native software is fast and easy to deploy and provides unlimited scale to grow with your business. 

C&R Software has evolved over the last 35 years, with its flagship product, Debt Manager, the industry-leading Collections technology trusted by hundreds of organizations in over 50 countries. Given the highly configurable nature of the solution, it supports businesses across many verticals, including financial institutions, governments, utility and telecoms, collection agencies and debt buyers, and more. 

C&R Software specializes in Debt Collection and Risk Innovation, Compliance, Placement Optimization, Digital Transformation, and Emerging Technology. 

Debt Manager deployed in AWS, is the only cloud-native, end-to-end collections and recovery platform in the world. It connects collections, recovery, and communications in one system. It prioritizes the consumer journey, automating operational processes and making consumers happy. More than $3 trillion is managed on Debt Manager as a System of Record, offering extensive capabilities unmatched by any other provider.  

Departmental Objective: Product Support

Product Support is a function with our professional services organisation is the face of our clients who use our software products and services. Product Support is a key function within our organisation responsible for ensuring the software product and services are working as expected. Product Support teams works with various cross functional teams within C&R to ensure any issues or problems reported by our clients are resolved in a timely and effective manner.

Key Responsibilities of a Product Support – Lead Engineer :

Troubleshooting Issues: Involve in troubleshooting activities by analysing the logs, running SQL queries, recreating the problem in internal/lower environments. Join in collaborative troubleshooting sessions with the customers where needed and drive towards a quicker issue resolution. Willing to work outside of business hours to resolve critical issues and be available to be on-call rota.

Ticket Management: Using the provided ticket management tool, triage incoming tickets and ensure timely response to the issues raised by the customers. Provide efficient and quality communication to the customer explaining the actions being taken and the resolutions being implemented. Show ownership of the ticket and take it to resolution.

Collaboration: Work with Engineering, Professional Services, DevOps and other departments within C&R through established processes to resolve client reported issue in a timely manner. Participate in the respective collaboration meetings to present the case/issue to get feedback and escalate as needed.

Process Improvement: Continuously evaluate product support processes and practices. Identify areas for improvement and suggest strategies to enhance efficiency and effectiveness

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More About Jonas Software:

Jonas Software is a leading provider of enterprise management software solutions, serving a wide range of vertical markets including hospitality, healthcare, construction, education, personal care, fitness, leisure, moving and legal services, to name a few. Within these markets, Jonas is comprised of over 65 distinct brands, each a respected leader in its domain.

Jonas’ vision is to be the branded global leader across these verticals and to be recognized by customers and industry stakeholders as the trusted provider of “Software for Life.” We are committed to technology, product innovation, quality, and exceptional customer service.

Jonas Software supports over 60,000 customers in more than 30 countries. We employ over 6,000 skilled professionals, including industry experts and technology specialists. Across our broader network, we support a global workforce of more than 30,000 employees.

Headquartered in Canada, Jonas Software has a global footprint with offices around the world. We’re a 100% owned subsidiary of Constellation Software Inc., based in Toronto, publicly listed on the TSX (CSU.TO), and a member of the S&P/TSX 60 Index.