SaaS Application Support Engineer

1 week ago

Tadworth, Surrey, United Kingdom People Source Consulting Full time
Role Overview

We are seeking a skilled and motivated SaaS Application Support Engineer to join our dynamic engineering team to 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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