Application Support Engineer - Up to 45,000

ZipRecruiter; High Wycombe; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A leading company in Service Management Software Solutions is seeking an Application Support Engineer to ensure high-quality technical assistance for their customers. This position will involve troubleshooting, guiding customers through product features, and building relationships to enhance customer satisfaction. Ideal candidates should possess strong troubleshooting skills, with a background in software support and a proactive customer-focused mindset.

Qualifications

• Minimum of 2 years in technical or IT support role.
• Experience with field service management software recommended.
• Strong troubleshooting and analysis skills essential.

Responsibilities

• Provide first-line and second-line technical support to product users.
• Escalate complex issues to senior teams as necessary.
• Perform data manipulation tasks using CLI tools and SSMS.

Skills

Troubleshooting

Customer Success Communication

Data Analysis

Education

IT Certifications (e.g., CompTIA A+, ITIL)

Tools

Jira

Zendesk

Job description

Job DescriptionHybrid: Mon-Wed onsite in High Wycombe

SPONSORSHIP AT ANY TIME IS NOT AVAILABLE

Our client is Europe's leading provider of Service Management Software Solutions, with offices in across Europe.

Position Overview:

They are seeking a dedicated and proactive Application Support Engineer to join their team, focusing on supporting their product. In this role, you will provide high-quality technical assistance to their customers, ensuring the effective use and smooth operation of the product. You will troubleshoot issues, guide customers through product features, and collaborate closely with senior support staff to resolve complex technical challenges. There will also be opportunities to become familiar with and to provide support for their other product. A customer focused and data oriented mindset are critical attributes that the successful candidate will display.

Key Responsibilities:

- Provide first-line and second-line technical support to the product users via phone and ticketing system ensuring timely resolution and minimal customer downtime.

- Escalate complex issues to senior technical teams as necessary, following internal procedures.

- Maintain an in-depth understanding of the products and functionalities to assist with customer queries.

- Reproduce and investigate customer-reported issues to identify root causes and provide effective solutions.

- Perform data analysis and manipulation tasks using both CLI tools and SSMS.

- Customer Success Communication:

- Assist in training and guiding customers through best practices to get the most value from the product

- Build and maintain strong customer relationships, ensuring a high level of customer satisfaction.

Required Skills Qualifications:

- Minimum of 2 years of experience in a technical support or IT support role, ideally supporting software products.

- Experience with field service management software is a plus.

- Familiarity with the U2 Universe database or similar multi-value databases is a strong advantage ? though training will be provided.

- Strong troubleshooting skills, with the ability to analyse and solve technical problems quickly.

- Experience with operating systems, IIS, networking, and database management (eg, SQL, U2 UniVerse, Windows/Linux environment).

Familiarity with ticketing systems (eg, Jira, Zendesk) and remote support tools.

Skills Qualifications:

- Certifications in IT support or related areas (eg, CompTIA A+, ITIL) would be an asset.Knowledge of Scripting or automation tools is a plus.

- Experience with CBS (or other similar service management platforms) is highly desirable.

- Familiarity with U2 Rocket database or other multi-value database technologies is highly desirable.