ETRM SaaS Technical Support Specialist

4 weeks ago

London, Greater London, United Kingdom Brady Full time

Job Summary: We are seeking an experienced 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 be responsible for providing 1st and 2nd line support, as well as liaising with key stakeholders to ensure our clients have a fantastic implementation and post-implementation experience.

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 when needed, back up and recovery, capacity planning, and the creation of and maintenance of databases
  • Support the Brady product development lifecycle from a technical perspective, including the 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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