Overview
Implementation Support Engineer Jobs in Ja-ela, Western Province, Sri Lanka at Soft Gallery
Title: Implementation Support Engineer
Company: Soft Gallery
Location: Ja-ela, Western Province, Sri Lanka
About the Role
We are looking for an experienced Application Support & Implementation Engineer to join our team. The successful candidate will be responsible for implementing enterprise software solutions, providing technical support to customers, and ensuring the smooth operation of business-critical applications.
This role requires a proactive individual with strong troubleshooting skills, experience working with Microsoft SQL Server, and the ability to work directly with customers to resolve technical issues efficiently.
Key Responsibilities
- Implement and deploy software solutions in customer test and production environments.
- Configure, install, and support enterprise applications.
- Provide remote technical support and troubleshoot customer-reported issues across multiple technology layers, including:
- Database (Microsoft SQL Server)
- Application
- Network
- Communication
- Integration Interfaces
- Manage incidents, service requests, and problem resolution throughout their full lifecycle.
- Diagnose root causes and implement timely, effective solutions.
- Collaborate with Development, QA, Project Management, and other technical teams to resolve complex issues.
- Respond promptly to customer requests while maintaining agreed service levels.
- Prepare, review, and maintain accurate technical documentation.
- Perform preventive and corrective maintenance activities remotely or on-site when required.
- Support application upgrades, deployments, and system enhancements.
- Perform any other duties assigned in support of business operations.
Requirements
- Bachelor's degree or equivalent qualification in Information Technology, Computer Science, Software Engineering, or a related discipline.
- Minimum 2–3 years of experience in Application Support, Technical Support, Software Implementation, or a similar role.
- Strong working knowledge of Microsoft SQL Server, including writing and troubleshooting SQL queries.
- Experience with SQL Server Reporting Services (SSRS) or Microsoft SQL Reports.
- Experience troubleshooting enterprise applications in production environments.
- Good understanding of Windows Server environments and basic networking concepts.
- Experience working with application integrations, APIs, or web services is an advantage.
- Excellent analytical and problem-solving skills.
- Strong communication and customer relationship skills.
- Ability to manage multiple priorities and work independently with minimal supervision.
- Strong documentation skills and attention to detail.
- A collaborative mindset with the ability to work effectively across cross-functional teams.
Preferred Qualifications
- Experience supporting ERP, HRIS, Payroll, Finance, or other enterprise software solutions.
- Familiarity with IT Service Management (ITSM) processes and ticketing systems.
- Experience working in customer-facing technical support or implementation projects.
- Knowledge of Microsoft Azure, IIS, or cloud-hosted applications would be an added advantage.
What We Offer
- Opportunity to work on enterprise-level software implementations.
- Exposure to diverse industries and enterprise clients.
- A collaborative and professional working environment.
- Continuous learning and career advancement opportunities.
- Competitive remuneration based on experience.
