Level 3 / Escalation Engineer

3 weeks ago

London, United Kingdom Lakeside Software Full time

The Role

As a Level 3 / Escalation Engineer on our Engineering team, you will support our award-winning enterprise monitoring platform, SysTrack . This role requires a broad technical background with strong triage and troubleshooting skills , experienced in manage diverse cases for enterprise customers . You will be responsible for managing critical escalation s by identifying and troubleshooting complex problems in partnership with our Technical Services, Product and Engineering teams globally . This role requires cleverness, creativity, and familiarity with C++, C#, and SQL.

What You'll Do

The core functions of this role include:

  • Providing expert-level support for SysTrack by triaging and troubleshooting highly critical escalations
  • Managing and resolving a variety of cases for enterprise customers, ensuring timely and effective solutions
  • Identifying, recording, documenting, and thoroughly tracking cases and bugs to ensure accurate reporting and resolution
  • Developing and implementing test applications to aid in the debugging and troubleshooting of software
  • Debugging others’ code to identify and resolve potential issues, ensuring optimal performance and functionality
  • Identifying root causes of issues and implementing long-term solutions to prevent recurrence
  • Collaborating cross functionally with our Technical Services, Product, and Engineering teams globally
  • Actively managing assigned caseloads, ensuring timely and efficient resolution of issues
  • Maintaining thorough documentation of cases and resolutions for knowledge sharing and continuous improvement

What You'll Bring to the Team

The key requirements for this role include:

  • Proven experience in a Level 3 or Escalation Engineer role, preferably within enterprise software
  • Bachelor's degree in Computer Software/Engineering or equivalent
  • Strong proficiency in multiple technologies, including experience with one or more of the following technologies: C#, C++, JavaScript, SQL, SQLServer, and/or IIS
  • SQL Server DBA Experience (a plus)
  • Programming experience or QA/Technical Support related experience (desirable)
  • Experience working with Zendesk and/or Jira (preferred)
  • Demonstrated experience in live debugging code to diagnose and resolve issues in real-time
  • Excellent problem-solving and analytical skills with the ability to handle complex issues
  • Customer-facing with exceptional communication and interpersonal skills for working with a diverse range of technical and non-technical professionals
  • Ability to consistently deliver to deadlines while prioritising competing demands for work
  • A keen interest in the technology and a drive to develop yourself both in technical knowledge and its application to meet customer requirements
  • Ability to work independently and as part of a small, fast-moving, high-performing team

Additional Details

  • Hybrid with a preference for at least 1 day per week in our London office. The frequency at which the hire will be required to come onsite is based on their proximity to the office

*Please note that we are not partnering with staffing agencies on this search 

#LI-Hybrid #LI-LP1

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