What are the responsibilities and job description for the Support Engineer position at Eka Software Solutions?
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
- 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.
- 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.
- 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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