Support Engineer

About us:

Quoreka has a formidable presence in the vendor solutions market for metals, energy, and agriculture. Catering a wide range of asset classes, our company utilizes a cloud-based suite of CTRM and ETRM solutions enhanced by AI/ML technology, alongside Supply Chain Management and E-Sourcing products. Today, we boast of extensive CTRM/ETRM expertise across softs, ags, fertilizers/chemicals, liquids, precious metals, concentrates, energy and much more.

Quoreka is able to provide the industry with a very unique offering that meets the growing demands of commodity traders, energy merchants miners, industrials to producers providing best-in-class functionality, user experience, technology and services. Our product roadmap is innovation-centric, focusing on AI and delivering strong product value propositions with clear short-term, medium-term, and long-term goals. Quoreka has over 200 employees and offices across the UK, India, Australia, Switzerland and Canada, serving :100 customers globally across multiple commodity segments.

Position/Title: Support Engineer

This role will be responsible for independently investigating and resolving customer issues, working closely with customers and internal teams to ensure timely and effective resolution.

This position is critical to improving our ability to troubleshoot issues independently and reduce overall resolution time.

Roles & Responsibilities

• Investigate, troubleshoot, and resolve customer-reported application and production issues.
• Analyze application behaviour, logs, and database information to identify root causes.
• Use Java knowledge to troubleshoot application-level issues and understand code behaviour.
• Write and execute SQL queries for data analysis, issue investigation, and troubleshooting.
• Diagnose functional and technical issues across the application and database layers.
• Understand customer workflows and business processes within the CTRM/ERP domain.
• Communicate clearly with customers to understand issues, provide updates, and explain resolutions.
• Collaborate with Development, QA, Product, and other internal teams to resolve complex issues.
• Identify recurring issues and contribute to root-cause analysis and preventive solutions.
• Document troubleshooting steps, resolutions, and knowledge articles to improve support efficiency.
• Take ownership of customer issues through to resolution and ensure timely follow-up.
  
  

Experience & Skillsets

Must Haves

• 3–5 years of experience in application/technical support or a similar engineering role.
• Strong working knowledge of Java.
• Good hands-on experience with SQL and relational databases.
• Knowledge or experience in CTRM (Commodity Trading and Risk Management) and/or ERP systems.
• Strong analytical and problem-solving skills.
• Good understanding of application troubleshooting and debugging.
• Excellent verbal and written communication skills.
• Ability to work independently, prioritize issues, and manage multiple customer requests.
• Strong customer-oriented approach with a sense of ownership and accountability.
  
  

Good to Have

• Experience supporting enterprise applications in a production environment.
• Experience with incident, problem, and change management processes.
• Familiarity with application logs, monitoring tools, and debugging techniques.
• Experience working with cross-functional teams in a SaaS or enterprise software environment.
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