ETRM SaaS Technical Support Specialist

1 month ago

London, Greater London, United Kingdom Brady Full time
ETRM SaaS Technical Support and Implementation Specialist

We are seeking a highly skilled ETRM SaaS Technical Support and Implementation 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 and providing exceptional support to our clients.

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 pro-active 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 prioritisation
  • 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 organisation
  • 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
What Brady Offers:
  • Great compensation + 8% pension + 5% bonus + private health insurance and more
  • 23 days' holiday + bank holiday, increasing by one day per year of service up to 28 days + bank holidays
  • 1/2 day off Christmas Eve & New Year's Eve
  • Pluralsight licenses for engineering team members
  • Flexible working hours
  • An opportunity to build a modern technology platform for the power and energy trading markets
  • A positive, values-driven culture

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