Software Support Engineer
3 weeks ago
Job Summary
We are seeking a skilled and motivated SaaS Application Support Engineer to join our dynamic engineering team at People Source Consulting trading as Experis. As a key member of our team, you will provide second- and third-line technical support to our customers using our leading-edge solution telemetry system software Canvas.
Key Responsibilities
- Provide 2nd/3rd line technical support for the telemetry SaaS solution troubleshooting software issues.
- Investigate and resolve technical issues through analysis of product logs, configuration files providing timely resolution and guidance.
- Ability to prioritise requests and tickets and follow through to completion.
- Develop and maintain in-depth knowledge of the company's cloud service products.
- Create clear, easy to follow knowledgebase articles for internal use and customers.
- Provide appropriate feedback to business regarding service and issues.
- Deliver customer service for this solution to customers, driving customer satisfaction and delivering to SLAs.
Requirements
- Degree in Engineering or equivalent.
- Customer-facing skillset managing internal & external stakeholders.
- Experience of using SaaS solutions in cloud environments e.g., AWS/Azure or equivalent.
- Software development skills e.g. C/C++, Java, Python.
- Help desk ticketing systems i.e., Jira.
- Technical capability with analytical and problem-solving skills.
Desirable Skills
- Experience of IT infrastructure monitoring tools e.g., Nagios, AWS CloudWatch.
- Knowledge/experience using Linux or equivalent command line interfaces.
- REST API configuration.
- Database experience e.g., SQL.
- Networking and server infrastructure knowledge.
- Technical background in telemetry or equivalent i.e., Telco, IT Networks.
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