Junior Software Support Engineer at Tana

Position Overview

• We are hiring Junior Software Support Engineers to join a global software company that provides technology solutions for laboratory operations, data management, and workflow automation. In this role, you will sit between the customer-facing support team and the engineering/R&D team, helping investigate and resolve customer-reported software issues.
• You will dig into technical issues, understand what went wrong, identify root causes, document bugs, and recommend fixes or workarounds. Depending on your level, you may also implement code changes, configuration updates, scripts, or data corrections for lower-to-medium complexity issues.
• This is an exciting opportunity for junior software engineers who enjoy problem-solving, debugging, customer-facing technical investigation, and working closely with both customers and engineering teams.

Responsibilities

• Investigate, troubleshoot, and resolve customer-reported software issues.
• Triage incoming cases to determine severity, impact, reproducibility, and the right resolution path.
• Engage customers directly to understand requirements, clarify issues, identify root causes, and recommend solutions, workarounds, or corrective actions.
• Use database querying, monitoring, logging, diagnostic tools, and browser developer tools to analyse application and data-related issues.
• Develop and implement fixes, including code changes, configuration updates, scripts, or data corrections for lower-to-medium complexity issues.
• Liaise with development teams to stay informed on new features, known issues, product limitations, and planned fixes.
• Translate technical updates clearly and accurately to customers and internal stakeholders.
• Create and maintain support tickets, defect reports, and development tasks in tools such as Zendesk and Jira.
• Maintain technical documentation, including troubleshooting guides, knowledge base articles, and support procedures.
• Participate in SDLC activities, including requirements analysis, testing, documentation, and validation support as needed.

Requirements

• Solid JavaScript and HTML skills.
• 1-2 years of software development work experience- this is a junior role.
• Experience writing SQL queries. Experience with Microsoft SQL Server and/or Oracle is ideal but not required.
• Ability to read code, investigate issues, and identify root cause.
• Strong debugging and problem-solving skills.
• Strong communication skills, with the ability to explain technical issues clearly to customers, Business Analysts, Software Developers, and other stakeholders.
• Sound judgment when prioritising issues, escalating blockers, and recommending next steps.
• Ability to work independently across multiple issues and priorities with minimal supervision.
• Customer-first mindset and willingness to support users through technical issues professionally and patiently.
• Strong attention to detail when documenting bugs, support tickets, investigation steps, and resolution notes.

Nice to have

• Experience with jQuery.
• Experience using browser debugging tools, especially Chrome DevTools.
• Familiarity with additional debugging or platform tools such as DebugDiag, Sysinternals, PowerShell, Postman, or SoapUI.
• Unit testing experience.
• API exposure, especially SOAP or REST-style APIs.
• Broader software engineering fundamentals such as OOP concepts and patterns, data structures and algorithms, and source control tools such as Git or TFVC.
• Experience with C# or .NET frameworks.
• Experience with issue tracking and support management tools such as Zendesk and Jira.
• Familiarity with Windows OS.