Application Support Engineer (2–10pm Shift)

Clue; West of England; On-site; GBP 29,000 - 35,000; Full time

Job summary

Clue in the United Kingdom is seeking an Application Support Engineer to provide first-line customer support via case management systems, email and phone. You will act as SME for the Clue application and manage escalations to minimise downtime.

Working 2-10pm, Monday to Friday, you will collaborate with Product, Tech and Professional Services teams to deliver timely resolutions and drive improvements in customer satisfaction.

Qualifications

• Minimum 2 years in an application support role.
• Experience with Salesforce ticketing system or similar.
• Proficiency with Azure and AWS cloud services.
• Good understanding of ITIL best practices.

Responsibilities

• Provide first-line customer support via case management system, email, and telephone and be the SME for first-line resolution of complex cases
• Contribute to quarterly reviews with Enterprise customers to talk through software utilisation, upcoming releases, and ticket trends
• Liaise with customers to understand and investigate issues raised, responding promptly with an appropriate resolution or escalation
• Support the Customer Success Managers with any support-related queries
• Become a subject matter expert on the Clue application
• Monitor the support inbox for new tickets, provide first contact resolution or triage accordingly
• Build excellent customer relationships
• Lead bi-weekly calls with our Enterprise support customers to review their outstanding tickets
• Contribute to continuous improvement across support services
• Record up-to-date and accurate information on our case management system, communicate updates and work with the support teams to resolve customer tickets within agreed SLA's

Skills

Azure Cloud

AWS Cloud

SQL Queries

C#

.NET

JavaScript

AppInsights

DevTools

ITIL

Tools

Octopus Deploy

Job description

Clue in the United Kingdom is seeking an Application Support Engineer to provide first-line customer support via case management systems, email and phone. You will act as SME for the Clue application and manage escalations to minimise downtime.

Working 2-10pm, Monday to Friday, you will collaborate with Product, Tech and Professional Services teams to deliver timely resolutions and drive improvements in customer satisfaction.