Application Support Engineer

Wolters Kluwer provides professionals in various sectors with specialized information and technological solutions. Information, software, and training that help our customers make decisions in their daily practice and allow them to perform their work efficiently.

As part of the global Wolters Kluwer group, we combine in-depth knowledge of our local market with insights into global trends, enabling us to continuously invest in new technologies. Wolters Kluwer shares are listed on Euronext Amsterdam (WKL) and are also included in the AEX and Euronext 100 indices. The company has more than 21.000 employees in more than 40 countries.

About the Business Unit Tax & Accounting Software (TAA)

The Business Unit Tax & Accounting Software develops and sells products for tax and accounting professionals and businesses. Our BU offers a wide range of software solutions: ERP software; accounting, financial and tax advisory, and practice management software. In this role, you will focus on our key product Codabox Codabox - Maak de klik met digitaal boekhouden.

You will join the Customer Care team of 10 people, however you will work very independently with a strong and direct line to the Customer Care manager. You are flexible to work from our office in Leuven, in combination with the flexibility to work from home (3 days/week).

We are looking for an Application Support Engineer for Codabox. The goal of this function is to:

• Daily monitoring the Codabox services and APIs.
• Work on the resolution of incidents.
• Supported by the Ops partner manager , maintain a technical relationship with key stakeholders of Codabox
• Propose scalable improvements towards product management and development
• Maintain good professional relationships with counterparts of DevOps, Software development teams and sales.

Your Role:

Service Assurance: monitoring & problem solving

• Responsible for identifying incidents and handling , from start to finish, escalating to necessary parties, both internal and external
• Assist in root cause analysis for the TOP10 problems with major impact on the services availability.
• Ensure the services in scope are correctly monitored with the enterprise monitoring systems (e.g. Datadog)
• Propose improvements on internal technical procedures and tools

Partner support

• Technical POC for partners , communicating by e-mail, phone and Teams Cal
• API Partner onboarding and technical support
• Close collaboration with Ops partner manager in case of incident at external partner
• Identify risks and (recurring) problems related to external partners (based on customer support tickets)
• Learn and document the technical specifications of partner applications, like accountancy software and bank connections (SWIFT, EFIS)

Technical support

• Perform technical analysis of complex issues in the back-end of the Codabox system (while working with Github, API calls , Powershell, JSON)
• Perform technical updates by executing scripting and SQL on database and backend system
• Learn the database structures and use SQL for data lookup and data analysis
• Working with Confluence, Jira, etc
• Perform proactive support: analyze issues potential common causes, escalate when needed
• You support Customer Care colleagues and help them answer technical questions

Your profile:

• Bachelor Degree, preferably in Information Technology or equivalent by relevant experience
• An affinity for technology based on an API JSON HTTP request (using Postman)
• Experience with Github, Powershell and SQL
• Experience with Datadog, Python, Django, or Linux is a plus
• Knowledge of an accountancy software is a plus
• At least five years of relevant experience in a similar function
• Fluent in Dutch; basic in French
• Analytical and troubleshooting skills
• Strong in clearly structuring and explaining complex material
• Team Player

Our offer:

You will join a dynamic and ambitious team The role offers variety and independence. You will work with up-to-date tools and documentation to perform your job effectively.

In addition to a competitive compensation and numerous fringe benefits (including: a company car or mobility budget, insurances, 35 vacation days, ...), Wolters Kluwer continuously invests in the growth and skills of its employees and aims to give them every opportunity to develop. Discover more benefits of working at Wolters Kluwer at  www.wolterskluwer.be.