ETRM SaaS Technical Support Specialist

2 months ago

London, Greater London, United Kingdom Brady Full time
About the Role

We are seeking a highly skilled ETRM SaaS Technical Support Specialist to join our team at Brady. As a key member of our support and services team, you will play a critical role in ensuring the stable operation of our ETRM solution.

Key Responsibilities
  • Contribute to the Application Management services to secure the stable operation of the Brady solution
  • Manage and maintain the ASP hosting environment to ensure the stable operation of the Brady solution
  • Perform installations, configurations, preventive and regular maintenance of the Brady solutions
  • Manage the database, including database tuning, back up and recovery, capacity planning, and database creation and maintenance
  • Support the Brady product development lifecycle from a technical perspective, including maintenance of the automated upgrade system, application packaging, and verification of the installation kit prior to publishing
  • Support in the preparation and running of escrow exercises annually to ensure the capability and security of our third-party providers
  • Participate in on-call services as per agreed SLAs, as required
  • Be the first point of contact for 1st and 2nd line support via telephone and JIRA
  • Understand Service Level Agreements and provide response within those parameters
  • Acknowledge and accurately assign reported issues and escalate appropriately
  • Monitor support queues across the portfolio and be proactive in assigning incoming issues
  • Handle all Customer calls and interactions in a professional manner to enhance Brady's reputation for support
  • Customer issue ticket investigations and replication, detailed Customer issue ticket diagnosis, resolution, and simulation of client user experiences
  • Interaction with 3rd line Software Engineers to assist in resolving complex issues, accurately documenting details and reproduction steps (where required) – in JIRA
  • Insert all relevant issues into the product backlog with all information to assist prioritization
  • Advise and assist in the development and maintenance of user documentation
  • Assist the software patch and delivery process
  • Provide onsite customer support, including implementation support, as and when required
Requirements
  • Experience of working in an application support role, ideally with a software provider or financial services organization
  • Understanding of Energy markets
  • General IT experience and exposure to online services, Windows platforms, and infrastructure
  • Experience of using ticketing systems such as JIRA
  • Ability to provide a high level of Customer contact by setting correct expectations and aligning with Customer Ops goals
  • Excellent communication skills both externally with Customers and internally with other key stakeholders such as Product Managers and the Engineering team
  • Great problem-solving skills with an eye to identify issues and proactively seek to resolve them quickly and effectively
  • Self-motivated, demonstrating an ability to work alone as well as part of a team
  • Ability to adapt to fast-paced and changing environments
Technical Skills
  • Ability to use internal and external collaboration tools such as Microsoft Teams, Webex
  • Basic understanding and experience of cloud computing (Azure)
  • Basic level in network concepts, e.g. Vnet, subnet, ip addresses, dns, vpn
  • Good understanding of Windows server admin, services, IIS
  • Basic understanding of Linux server admin
  • Basic understanding of scripting (powershell), nice to have an understanding of regex
  • Basic understanding of SQL server and SQL
  • Basic understanding of http, ssl, sftp, certificates, whitelisting
  • Basic understanding of different file/msg formats, e.g. csv, xml, json
  • Experience with data feeds, e.g. to exchanges, nice to have an understanding of protocols like FiX, WebAPI
About Brady

Brady is a leading provider of ETRM solutions, and we are committed to delivering exceptional support and services to our customers. As a member of our team, you will have the opportunity to work with a talented group of professionals who are passionate about delivering high-quality solutions.

We offer a competitive compensation package, including a pension scheme, bonus, and private health insurance. We also offer flexible working hours, a positive and values-driven culture, and the opportunity to build a modern technology platform for the power and energy trading markets.

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