Support Engineer
1 month ago
I'm working with a very successful and well-established software development business based in Leeds who are looking for a Support Engineer to join them out of growth.
The design, develop, implement and support bespoke software products (SaaS) for their customers in Financial Services.
**The main role responsibilities are;**:
- The Support Engineer expedites issue resolution and enhances the support process for a SaaS solution
- This role is a part of a 24/7 support team
- Handle questions, diagnose problems and resolve technical issues for clients and in areas of networking
- Report/escalate issues through the appropriate channels
- Effectively communicate information with team members and clients
- Proactively identify ways to avoid recurrence of client issues by improving processes, reviewing technical articles, and recommending changes
- Strive to meet the highest level of customer satisfaction by resolving customer issues a professional and timely manner
- Adhere to appropriate policies and escalation procedures and collaborate with the other areas for 2nd and 3rd line support
**The main skills/experience required are;**:
- Strong expertise in supporting public cloud platforms (AWS, GCP or Azure)
- Strong Networking experience in areas of Virtual Private Networks (VPN), subnet routing, firewall rules, DNS
- Strong expertise in Linux System Administration
- Solidly grounded in the fundamentals of Cloud, Network and System security
- SQL Database experience highly recommended
- Demonstrated ability to execute and monitor escalation procedures
- Experience using Zendesk ticketing software
- Excellent communication and interpersonal skills
- Exceptional customer service skills
- Solid problem-solving skills
- Excellent follow-up and follow through skills
- Must be adaptable with the ability to remain cool under pressure, offering suggestions and maintaining superb customer service skills in all situations
- Experience working with an international client base is a plus
- Ansible (highly desirable)
- Kubernetes (highly desirable)
- Jenkins (highly desirable)
- Java or Python coding/scripting (highly desirable)
This is a fantastic opportunity for an experienced Support Engineer to join a cash-rich business that is growing quickly, offering the right person a great career development path.
The salary is £60-70,000 plus an excellent benefits package (including bonus) and is fully-remote.
Please send your latest CV to or call Jonathan Maironis on for more information.
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