{"id":3607500,"url":"https://alion.io/job/mplus-group-software-support-engineer","title":"Software Support Engineer","company":{"id":4406339,"name":"Mplus Group","domain":"mplusgroup.rs","url":"https://alion.io/company/mplus-3","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Career sitemap","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Belgrade, Serbia"],"countries":["RS"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-11-02T12:14:44Z","employer_posted_date":"2026-11-02","last_verified_at":"2026-11-02T18:55:21Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"We are looking for a Software Support Engineer to provide technical support to our customers, field engineers, and partners. In this role, you will monitor incoming incidents, troubleshoot technical issues, coordinate their resolution, and ensure compliance with agreed service level agreements.\nWhat you'll be doing:\nMonitor incoming customer calls, emails, tickets, and system notifications to identify and respond to technical incidents \nIdentify, analyze, diagnose, and remotely resolve technical issues whenever possible\nCreate troubleshooting and resolution plans, communicate proposed solutions, and coordinate their implementation\nEscalate complex or unresolved incidents to the appropriate technical teams in accordance with established procedures\nDispatch incidents for on-site support when remote resolution is not possible, ensuring they meet the required technical criteria\nTrack incident progress and coordinate with field engineers and other support teams to ensure timely resolution\nMaintain accurate incident records, update customer information, and ensure databases are up to date\nPrepare standard service reports and detailed incident and exception reports, ensuring accurate SLA tracking and reporting\nSupport the resolution of known software issues and follow up on issues requiring fixes in future releases\nDevelop an understanding of internal systems, operational processes, and policies to effectively resolve customer issues\n Here’s what we are looking for in YOU:\nRelevant IT experience, preferably in IT support\nStrong Microsoft Office skills, particularly Excel (formulas, pivot tables, and data analysis)\nUnderstanding of software deployment lifecycles, ITIL processes, and change management procedures\nStrong problem-solving, organizational, and communication skills\nAbility to troubleshoot technical issues, manage multiple incidents, and meet service level agreements (SLAs)\nAvailability to work Monday to Friday, in shifts from 9 AM to 5 PM or 3 PM to 11 PM. Night shifts and weekend work may be required when needed\nWhat’s in it for YOU?\nA hybrid work model that lets you balance in-office and remote work\nStructured training programs to help you develop your skills and grow your career\nThe chance to work in a vibrant, international team\nModern office spaces in the heart of New Belgrade’s business district\nCareer advancement opportunities and the potential to convert to a client contract with full benefits \n\nReady to take the next step in your career? Submit your CV in English and become part of our team!\nPlease note that only shortlisted candidates will be contacted. 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