Support Engineer (1 year Contract)

Location: Colombo

Full-time | On-site

About our company

We are an innovative software company bidding to become a leading global supplier of retail applications. We specialise in flexible, micro-services based store and supporting solutions that are deployed in Department Stores, Food, Fashion, Hospitality, Stadiums, Luxury bands, Auto parts and General Merchandise. Our software products include POS, mobile POS, Card Payment, Order Management, Inventory Management and more. We sell and deliver these products under traditional licensing models as well as providing them through hosted services in AWS and Azure.

We offer a new, process-based development toolset as part of our application suite. Using the Enactor Toolkit business events and actions are understood and managed as processes across the enterprise and represented visually. Our smart design tools and reusable libraries of components mean that application development becomes a drag-and-drop exercise. The combination of the Toolkit and libraries within Enactor give retailers a unique ability to react and adapt their applications in a changing and highly competitive retail landscape.

We have main offices in Hertford in the UK, Colombo, Kandy & Galle in Sri Lanka and the USA.

About the Role

We are looking for a motivated graduate to join our Enactor Support Team

Providing high-quality technical and application support for the Enactor retail platform. This role will focus on delivering efficient support in line with ITIL best practices

For incident, problem, and change management. You will work closely with senior customer support specialist and technical dev teams to resolve issues, implement solutions, and contribute to the continual improvement of support services.

Key Responsibilities

• Minimum 2 years experience in a similar role
• Enactor retail platform, addressing software and system-related issues.Provide Third-line support
• Processes. Log, categorise, prioritise, and resolve incidents in alignment with ITIL Incident Management
• Activities to reduce repeat issues.Identify root causes and contribute to Problem Management
• Principles.Assist in planning, testing, and implementing system changes in accordance with Change Management
• Monitor system performance, proactively identifying potential issues and escalating when appropriate.
• Maintain clear documentation of incidents, resolutions, workarounds, and knowledge articles for the support knowledge base.
• Initiatives by suggesting process enhancements. Contribute to Continual Service Improvement (CSI)
• Collaborate with Infrastructure, operations, and business teams to ensure minimal downtime and optimal service delivery.
• Deliver excellent customer service to both technical and non-technical stakeholders.

Skills & Qualifications

• Strong technical and analytical skills, with an interest in retail and enterprise systems.
• is desirable but not required). Familiarity with ITIL principles(formal certification such as ITIL Foundation
• Basic knowledge of databases, troubleshooting, and application support.
• Excellent written and verbal communication skills.
• Strong problem-solving mindset with attention to detail.
• Ability to work under pressure, prioritise effectively, and meet SLAs.
• A proactive and eager learner who can quickly adapt to new technologies.