Application Support Specialist
4 weeks ago
Dayshape is an award-winning enterprise software scale-up with high ambitions for growth. We're committed to making sure our friendly and inclusive environment grows with us. Our customers include accountancy firms from the Big Four and global top 10, and Dayshape is used in more than 50 countries across five continents.
Job Summary
We're looking for a skilled Application Support Specialist to join our team. As a key member of our support team, you will be responsible for providing exceptional support to our customers, resolving complex technical issues, and contributing to the development of our product. If you're passionate about technology and delighting customers, we'd love to hear from you.
Key Responsibilities
• Review support tickets and prepare them for software engineers to fix, when needed
• Manage tickets in Freshdesk, raising comprehensive JIRA tickets to engage engineers
• Resolve tickets directly when no code changes are required
• Triage tickets based on various internal and external priorities
• Contribute towards the creation of support docs, including user guides, videos, and other self-help resources for customers
• Be an expert user of our product, able to answer all questions from customers and colleagues
• Use bug report data to help the company continuously improve testing and product quality
• Help to ensure support is the go-to team for anything product-related
• Provide customer feedback to the product team and contribute towards shaping the product roadmap
• Continuously review our processes to identify opportunities for improvement
• Manage the deployment infrastructure for internal environments in Azure and be responsible for shipping releases out to customers
About You
We're looking for someone with demonstrable experience in application support for external customers as a L2 or L3 support engineer. You should be able to translate technical information into the customer's language without following a well-defined script. Experience supporting customers in an enterprise environment, building long-term relationships with key contacts, is also essential. If you're a technological generalist, able to turn your hand to just about anything, and have excellent communication skills, both with customers and internal technical teams, we'd love to hear from you.
What We Offer
We offer a competitive salary of £35,000, with a 15% uplift on base salary for hours scheduled between 7:00 PM and 7:00 AM. You'll also receive at least £1,000 per year to spend on professional and personal development, 33 days' holiday per year (including bank holidays), increasing by 1 day each year to a maximum of 40 days, and a paid four-week sabbatical in your fifth anniversary year on top of your holiday entitlement. We also offer private healthcare and rewards through Vitality, income protection and death in service cover, and a matched 5% auto-enrolment workplace pension scheme.
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