Software Support Engineer

We are seeking a Tonkean Platform Support Engineer to provide application support, workflow administration, integration troubleshooting, and continuous improvement for Tonkean-based solutions. The role will work closely with business teams, enterprise application teams, and external vendors to ensure reliable workflow execution and production operations.

Required Technical/Functional Skills

• Hands-on experience with Tonkean platform administration and support.
• Strong understanding of workflow automation and process orchestration.
• Experience with REST APIs, JSON, and integration troubleshooting.
• Knowledge of enterprise applications such as SAP, Coupa, ServiceNow, Salesforce, or Workday.
• Familiarity with Microsoft Teams, Outlook, and collaboration platforms.
• Strong incident management, troubleshooting, and root-cause analysis skills.
• Understanding of Agile methodologies and ITIL processes.

Roles & Responsibilities

• Provide L1/L2/L3 support for Tonkean applications, workflows, and integrations.
• Monitor Tonkean solutions, modules, workflows, and system integrations.
• Troubleshoot issues involving process execution, notifications, forms, APIs, and integrations.
• Analyze incidents, perform root-cause analysis, and implement permanent fixes.
• Configure and enhance Tonkean modules, intake forms, approval workflows, and dashboards.
• Support business users during UAT, production deployments, and hypercare.
• Manage user access, security roles, and platform governance controls.
• Perform release validation and support production migrations.
• Maintain workflow documentation, SOPs, and knowledge articles.
• Coordinate with business teams, enterprise application teams, and external vendors to resolve issues.
• Identify opportunities to improve workflow reliability, automation, and operational efficiency.

Generic Managerial / Soft Skills

• Strong analytical and problem-solving abilities.
• Ability to manage multiple priorities with minimal supervision.
• Strong communication, interpersonal, and customer service skills.
• Effective team collaboration and stakeholder management.
• Ability to mentor and support team members.
• Quick learner with a proactive, self-driven approach.
• Ability to follow change management procedures, IT policies, and internal guidelines.