Application Support Engineer

Application Support Engineer For Flowin And Codabox

Wolters Kluwer provides professionals in various sectors with specialized information and technological solutions. Information, software, and training that help our customers make decisions in their daily practice and allow them to perform their work efficiently.

As part of the global Wolters Kluwer group, we combine in-depth knowledge of our local market with insights into global trends, enabling us to continuously invest in new technologies. Wolters Kluwer shares are listed on Euronext Amsterdam (WKL) and are also included in the AEX and Euronext 100 indices. The company has more than 21,000 employees in more than 40 countries.

About The Business Unit Tax & Accounting Software (TAA)

The Business Unit Tax & Accounting Software develops and sells products for tax and accounting professionals and businesses. Our BU offers a wide range of software solutions: ERP software; accounting, financial and tax advisory, and practice management software.

In this role, you will focus on two key products: Flowin and Codabox.

You will join a team of four people. You are flexible to work from our office in Leuven, in combination with the flexibility to work from home (3 days/week).

We are looking for an Application Support Engineer for Flowin and Codabox. The goal of this function is to:

• Support Wolters Kluwer's Flowin and Codabox services and APIs and perform technical analysis of complex issues;
• Work on the resolution of incidents with the team;
• Maintain the knowledge base for senders, partners, banks, accountants, and end users;
• Collaborate and support product management and development;
• Maintain good professional relationships with counterparts of DevOps, Software development teams, and sales.

Your Role

e-Invoicing and accountancy software partner support:

• Work on the resolution of incidents with teams and resolution of all application issues;
• Close collaboration with stakeholders, both internal and external;
• Partner and sender onboarding and administration.

Technical support:

• Develop solutions to a variety of issues of large scope and all kinds of complexity. Refers to policies and practices for guidance;
• Perform proactive quality checks on technical components supporting business services availability;
• Learn the database structures and use SQL for data lookup and data analysis;
• Working with Confluence, Jira, etc;
• Perform proactive support: analyze issues potential common causes, escalate when needed;
• Maintain the knowledge base to support the applications for the partners, accountants, senders, banks, and end users;
• Partner and sender onboarding and administration.

Service Assurance: monitoring & problem solving:

• Support Service Assurance on reporting;
• Ensure the services in scope are correctly monitored with the enterprise monitoring systems (e.g., Datadog);
• Assist in root cause analysis for the TOP10 problems with major impact on the services availability.

Your Profile

• Bachelor Degree, preferably in Information Technology or equivalent by relevant experience;
• Knowledge of e-Invoicing and Peppol is a plus;
• At least five years of relevant experience in a similar function;
• Fluent in English; proficiency in Dutch or French is a plus;
• Analytical and troubleshooting skills;
• Team Player.

Our offer: You will join a dynamic and ambitious team! The role offers variety and independence. You will work with up-to-date tools and documentation to perform your job effectively. In addition to a competitive compensation and numerous fringe benefits (including: a company car or mobility budget, insurances, 35 vacation days, ...), Wolters Kluwer continuously invests in the growth and skills of its employees and aims to give them every opportunity to develop.