Application Support Engineer

As an Application Support Engineer, you will serve as the primary escalation point for complex technical issues that first-line support cannot resolve. This role connects business and technology, maintaining live applications, ensuring integrations operate smoothly, and driving continuous improvement across all platforms. You will support a digital platform dedicated to helping social care and health providers deliver compassionate, compliant, and effective care. As a member of this trusted service team, you will help empower care teams and raise standards within the care sector.

Our client offers a digital platform to help social care and health providers deliver compassionate, compliant, and effective care. As a trusted software service, they aim to empower care teams and raise standards within the care sector. As a Customer Support Specialist, you will play a vital role by providing first-line support to users, helping them deliver better care and simplify their daily work.

The role:

• Investigate, diagnose, and resolve incidents promptly within agreed timeframes, maintaining clear and friendly communication with all stakeholders.
• Troubleshoot and analyse complex technical problems, collaborating closely with Level 3 Support and Engineering to find lasting solutions.
• Manage escalation processes efficiently, ensuring timely cooperation with technical teams and keeping everyone informed.
• Monitor live systems through alerts and dashboards to identify and fix issues before they impact users.
• Support integrations across platforms like Salesforce, Pendo, Vonage, GoCardless, and Stripe, ensuring data flows smoothly and services remain reliable.
• Keep support documentation and playbooks current, documenting recurring issues to streamline future resolutions.
• Aid in release readiness, share knowledge, and assist teams in preparing for new features.
• Create and update data reports and dashboards using Power BI, relational databases, and Salesforce to monitor performance.
• Seek opportunities to improve processes and products, making services more efficient and enhancing customer experiences.
• Provide advice on technical possibilities during project planning, ensuring scalable, maintainable, and supportable solutions.
• Support cases and collaborate across teams to deliver excellent service.

About you:

• Technologically proficient with experience in second-line software support.
• Proficiency in relational database systems such as MySQL and SQL Server, with an understanding of non-relational database concepts.
• Working knowledge of Mobile Device Management systems, JIRA or similar ALM tools, and cloud-based hosting services, preferably Azure.
• Familiarity with Salesforce and principles of Identity and Access Management (IdAM).
• Patient, friendly, and encouraging, fostering confidence and promoting continuous learning.
• People-oriented, empathetic, positive communicator with a friendly yet professional demeanour.
• Enjoys the flexibility of a hybrid work environment, thriving in both independent and remote settings with strong self-management skills.
• Maintains a consistent, disciplined work pace to ensure reliability and dependability.
• Views processes as purposeful and efficient, with a focus on ongoing improvement.
• Communicates clearly and accurately, providing detailed knowledge within areas of responsibility.
• Completes delegated tasks thoroughly, following up to ensure high-quality work and meticulous attention to detail.
• Aims to become an expert in your field, serving as a resource and mentor for others' growth and learning.

Join this talented team in a full-time, permanent role with flexible hybrid work options—work from home or on-site, UB11 1FW. Enjoy benefits like private healthcare, a company bonus program, free parking, and quarterly all-company gatherings. A place where your skills are appreciated, your work-life balance is healthy, and you have the opportunity to develop your career.

Job Type: Full-time

Pay: £27,000.00-£30,000.00 per year

Benefits:

• Casual dress
• Company pension
• Free parking
• On-site parking
• Private medical insurance
• Referral programme
• Transport links
• Work from home

Ability to commute/relocate:

• Uxbridge UB11 1FW: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Are you proficient in relational database systems such as MySQL and SQL Server, with an understanding of non-relational database concepts?
• Do you have working knowledge of Mobile Device Management systems, JIRA or similar ALM tools, and cloud-based hosting services, preferably Azure?

Work authorisation:

• United Kingdom (required)

Work Location: Hybrid remote in Uxbridge UB11 1FW