Customer Technical Support

The Brady Law Group, PLLC

. Serve as the primary touchpoint for first- and second-line customer support requests worldwide .

Posted 11/11/2026full-timeHalden • NorwayMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer support and application management, with a strong ability to communicate effectively with customers and internal teams. Proficient in using JIRA for issue tracking and documentation, alongside a solid understanding of databases and cloud technologies.

Highest-signal resume keywords

Customer SupportJIRA Ticketing SystemSQL Query WritingDatabase ManagementCommunication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SQL Query WritingApplication ManagementIssue DiagnosisService-Level Agreement UnderstandingCustomer Interaction

Soft Skills

Excellent CommunicationAdaptabilityProblem-Solving

Tools & Technologies

JIRAMicrosoft TeamsWebexCloud TechnologiesWiki

Industry Keywords

FinanceEnergy RiskCommodities MarketsSoftware SupportCustomer Operations

Tech Stack

Tools & technologies

CloudSQL

About the role

Key responsibilities & impact

Serve as the primary touchpoint for first- and second-line customer support requests worldwide
Provide professional and timely responses to customers
Develop expertise in a specified portfolio of products
Set accurate expectations against contractually committed service levels
Act as the first point of contact for support via telephone and JIRA
Understand service-level agreements and respond within agreed parameters
Acknowledge, assign, monitor, investigate, diagnose, resolve, and escalate reported issues
Handle customer calls and interactions professionally
Document complex issues and reproduction steps in JIRA while working with third-line Senior Software Engineers
Add relevant issues to the product backlog to support prioritization
Maintain user documentation and FAQs in the Wiki
Assist with software patch and delivery processes
Provide onsite customer and implementation support as required
Perform application management tasks on customer systems and report issues
Assist with customer expansion and implementation tasks
Update JIRA tickets, track time, and communicate progress through completion
Manage internal systems supporting customer service processes, including databases, virtual servers, remote connectivity security, Cloud, and Wiki
Follow company procedures and identify areas for improvement
Build knowledge of Brady products, procedures, market environments, and customer business requirements

Requirements

What you’ll need

Ability to provide a high level of Customer contact by setting correct expectations and aligning with Customer Ops goals
Excellent communication skills both externally with Customers and internally with Product Owners and Engineering
Ability to adapt to fast paced and changing environments
Ability to write SQL queries
Awareness of databases, virtual servers, remote connectivity security, Cloud, Wiki
Ability to use internal and external collaboration tools such as Microsoft Teams and Webex
Graduate with a numerate degree ideally in finance, business, economics, computer science, engineering, mathematics or other sciences, or equivalent experience
Understanding of Finance, Energy Risk or commodities markets is desirable
General IT experience and exposure to online services, Windows platforms and infrastructure
Experience of working in an application support role ideally with a software provider or financial services organisation
Knowledge of Brady or competitive products and their business use
Experience of using ticketing systems such as JIRA

Benefits

Comp & perks

Competitive compensation and benefits
Professional Development opportunities across products and roles
Flexible working hours
Great office locations and hybrid working
Reasonable adjustments for any stage of the recruitment process