Application Support Specialist

Profisee; Greater London; On-site; GBP 40,000 - 60,000; Full time

Job summary

Profisee is seeking an Application Support Specialist to help customers and partners globally with our Master Data Management platform. This remote role in the UK requires availability for an on-call rotation and occasional travel to London and the US.

Reporting to the Application Support Manager, you will learn the Profisee platform, use Salesforce Service Cloud, and grow into independent case resolution within a few months.

Qualifications

• Technical support experience with cloud-based platforms and enterprise software.
• Exposure to cloud deployment on VMs, App Services, Containers, and SQL environments.
• Experience using Salesforce Service Cloud to manage cases and track support activities.
• Familiarity with REST APIs and integration concepts.

Responsibilities

• Monitor and respond to customer support cases with guidance as needed.
• Lead customer troubleshooting meetings with team support.
• Document resolutions and contribute to internal and customer-facing knowledge bases.
• Escalate complex issues to R&D and contribute to bug reports.
• Take part in a rotating on-call weekend schedule and adapt to shifting hours.

Skills

Technical support

Cloud platforms (Azure/AWS/GCP)

Container architecture

SQL Server / T-SQL

Strong communication skills

Kubernetes (AKS/EKS/GKE)

Basic coding aptitude

On-call experience

Education

Bachelor’s degree in a technical field

Tools

Salesforce Service Cloud

REST API

Job description

Brief Description

Mission – Why We Exist, What We Do, and Why We Need You

We started Profisee to enable every organization to achieve their mission by harnessing the ever-growing universe of Data that is transforming the way in which we work and live. Our Master Data Management software helps organizations realize the full potential of their data by enhancing incomplete and/or missing fields, correcting duplicate, or “bad” data with minimal manual work, connecting information in disparate systems, and creating unification and a trusted master data view.

Reporting to our Application Support Manager, the Application Support Specialist will be responsible for supporting customers and partners around the globe through the development and deployment of their software solution. The Application Support Specialists are responsible for providing timely, comprehensive, and professional support on all aspects of Profisee’s product suite.

This is a remote role located in the UK with occasional travel to London and once a year to the US. Must be willing to work on-call rotation.

Your Performance Objectives – What You Will Accomplish

Objective #1: Within your first 3 months, learn how to use the Profisee Platform and help with administering Support portal and Licensing

• Complete the Academy Video Training courses and follow along using the software hands‑on.
• Read the available Help and Support Documentation to understand how the software works.
• Complete a series of exercises for building solutions with the software
• Learn Profisee deployment models across Azure VMs, App Services, Containers, and SQL environments.

Objective #2: Within your first 3 months, learn the tools and procedures used for support and licensing

• Learn how to use Salesforce Service Cloud for managing cases
• Handle lower complexity support cases and elevate as needed
• Learn how to submit bugs and elevate issues with R&D
• Develop an understanding of key performance indicators (KPIs) that monitor support effectiveness and drive continuous improvement.

Objective #3: Within your first 6 months, start responding to cases with assistance from team members

• Monitor and respond to support cases
• Lead customer troubleshooting meetings with the assistance of a team member
• Document resolutions and contribute to the internal and customer facing knowledgebase
• Document technical resolutions and contribute to knowledge base articles.

Objective #4: Within your first 9 months, become independent in taking on and resolving support cases

• Take on cases and lead customer troubleshooting meetings without the assistance of a team member
• Contribute to the daily case review with resolutions and expertise
• Be an escalation point for complex issues

Competencies – What We Are Looking For

General

• Technical consulting or support
• Completed courses or experience working with Cloud Platforms like Azure/AWS/Google Cloud
• Completed courses or experience working with Container architecture
• Completed courses or experience working with SQL Server and T‑SQL queries
• Bachelor’s degree from an accredited technical program
• Demonstrated strong communication skills

Desired

• Experience working with Kubernetes services like AKS/EKS/GKE
• Strong Microsoft SQL Server experience
• Some experience with or aptitude for minor software coding

Great communication skills

You will be expected to spend several hours a day speaking directly to customers and partners based around the world through online meetings. Ability to communicate clearly and explain complex technical concepts is essential. You will be required to walk customers with varying levels of English Language proficiency through troubleshooting and testing steps, so you must have excellent command of the language, both written and verbal.

Strong technical engineer

You will have to troubleshoot issues that stem from a variety of hardware and software issues. You will need understanding of how cloud‑based enterprise applications work – from deployment on VMs and Containers, to querying and optimizing SQL Server. At times you will be required to work with our REST API and Workflow products which require aptitude for minor software coding.

Self‑Sufficiency and Motivation

The support position requires you to work by yourself on complex technical issues with little outside help and documentation. You must be eager and self‑motivated to learn and become proficient with the software product, understanding not only how to use it but how it works so you can fix it when it breaks. You must be diligent in documenting your resolutions and build a knowledgebase to use and share with the rest of the team, as well as customers and partners.

Availability and Urgency

You need to be available for calls and meetings for the duration of your workday. Monitoring for incoming support cases and emails and responding to them promptly is essential to providing quality support. You must take ownership of support cases and show urgency in addressing them and resolving them. Candidates must be available to work a rotating on‑call weekend schedule and maintain flexibility in their assigned shift hours to meet evolving business needs. Shift schedules may vary at times based on operational demands.

Calm, confident, and fun

We want you to be a person our customers will enjoy talking to, who they go to for advice and reassurance. We are looking for someone who can stay calm in high‑pressure emergency situations and can show confidence in your skills and the product they support. Having a fun personality can bring levity to a tense or stressed conversation and put customers at ease when discussing their problems.

How We Work – Our Core Values

Growth Mindset – We can learn and get better at anything. We embrace and accept mistakes as an essential part of the learning process. Growing, accomplishing new things, and helping others learn are some of the most rewarding experiences of being human!

Constructive Candor – Enables us to get to the meat of issues quickly and is the foundation of trust. We hopefully disagree at times which means we enjoy the fruits of diverse perspectives. We always know how each other feels when we leave a room so we can feel comfortable voicing our opinions. This leads to more growth and an environment we love to be in every day.

Helpful – Strives to assist, mentor, coach and assist your fellow Profisors to their highest potential and for them to be successful in every endeavor. Always has time to lend a hand, answer a question or share knowledge with your fellow employees as a matter of normal business and not as an exception.

We Get Stuff Done! – Strategy without execution is just an idea. We deliver results, not reasons.

Fun is where Fun is Made – Professional life is as enjoyable and rewarding as we make it. We covet the journey as much as the destination and strive to make each other laugh along the way.

About Profisee

Let’s find your somewhere new. Where your ideas are heard, no matter how long you’ve been at the company, or what your position is, or who you’re talking to. Where you can always tackle new challenges because the industry’s surface has barely been scratched. Where you can continue to grow because growth is in the company’s DNA. Where the driving question is, "Great, what’s next?"

We’re looking for people who can help solve the biggest data problems for the biggest names – organizations like MD Anderson, Intel, Under Armour, and more – so they can achieve their most important strategic initiatives.

So if you’re ready for a new adventure, get in touch.

Profisee | Now you can make it happen

Equal Employment Opportunity

Profisee is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce. We want candidates of all human varieties, backgrounds and lifestyles. No problem cannot be solved by bringing together people with a broader set of perspectives. To provide equal employment and advancement opportunities to all individuals, employment decisions at the Company will be based on merit, qualifications, and abilities. The Company does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law. Additionally, the Company will provide reasonable accommodations that do not cause an undue hardship on the company for disabilities of existing or potential employees.