Development Support Engineer - Finland based

M-Files is the leading platform for knowledge work automation. With the M-Files platform, knowledge workers can find information faster, work smarter, and achieve more. M-Files features an innovative metadata-driven architecture, embedded workflow engine, and advanced artificial intelligence. This enables customers to eliminate information chaos, improve process efficiency, and automate security and compliance. We help knowledge workers to work smarter.

We are looking for a Development Support Engineer to strengthen our in-depth technical support at M-Files.
We are flexible with Working from Anywhere (WFA), but occasional office visits may be needed to our main office at Tampere, Finland.

Our international customer support organization is responsible for the world class technical support of M-Files products and services. We are a group of professionals working seamlessly together and proud of our high level of customer satisfaction.

As a development support engineer, you will be working in between support and product development. You will be analyzing and solving the issues in and/or related to our software products together with our Support Team, Product Development, customers, and other stakeholders.

You will get a thorough introduction and onboarding to your tasks and will learn while you work, and you have the support and experience of the rest of the team and our product development at your disposal. The role can be adapted based on your skills and interests and you are able to develop your skills during your employment.

Requirements

There are a few skills and qualities, though, that are mandatory to succeed in this role:

• Although this is not a coding position, you must be able to understand C++/C# code
• You must be able to communicate fluently in English, both oral and written
• You are a self-guided person who can and will independently take on tasks as they become available and prioritize your own work according to guidelines
• Being able to contact and work with people who are strangers to you
• Being able to communicate with people from with various technical knowledge and to formulate your communication according to their level of understanding - from non-technical person to experienced IT person

As a development support engineer, your work week could contain tasks like:

• Working on support cases you have in your queue and taking in new support cases
• Communicating with various stake holders (customers, support personnel, developers, management …)  using the ticketing system, meetings or chats
• Participating into meetings [internal and external] as necessary

The tasks could include for example:

• Investigating error stacks
• Reading log files
• Investigating various integrations and related problems
• Attempting to solve or work around customer's issues
• Writing error reports or support articles
• Checking network related issues
• Investigating performance problems
• Analyzing SQL databases
• Investigating memory dumps

The following technical skills are beneficial but are not required:

• Knowledge of relational databases (MS SQL, Firebird)
• Visual Studio
• Understanding of networking (TCP/IP, TLS, HTTP, gRPC)
• Generic knowledge of computer systems and Windows environments
• Problem solving and capability to prioritize your own work
• M-Files
• Sysinternals Suite tool pack
  
  Having some prior experience in the following fields would we beneficial but is not required:
• Customer support
• IT administrator
• Software development
• Network administrator

Education:

• B.Sc., M.Sc. or equivalent work experience, or close to graduating

M-Files technical support is highly rated by our customers and our people consistently rate their job as meaningful and rewarding, while they perform their work in a great atmosphere. Our team is fun, and our solutions are changing the market!

Benefits

• International team of top performers
• Opportunity to contribute to our success and growth globally
• Inclusive and dynamic culture (virtual and in-person)
• Flexible work/life balance
  

M-Files may require a security clearance concerning the applicant who will be hired (Security Clearance Act). This security clearance will be done by applicant's approval. Also, a clean drug test may be required.

Please note that this role is based in Finland, so we're looking for applicants who already have a residence and a valid working permit in Finland. Thanks for understanding!

Applications are considered on a rolling basis and the position will be filled as soon as the right individual comes along.

Please send us your application together with your CV and salary request as soon as possible, but no later than October 13th, 2024.