Digital Product Engineer

apetito Limited; Cardiff; On-site; GBP 25,000 - 45,000; Full time

Job description

Overview

apetito provides a vital service to our customers and IT is central to the success of the business operations. We are embarking on a period of exciting change, and this role will be a key appointment in its delivery. We are looking for a Digital Product Engineer to be part of our team as we undertake a significant transformation to modernize our IT services across the apetito group. Our team is committed to delivering world-class services to the business and supporting its growth and this role will play a pivotal part of our service delivery offering and working with colleagues on the IT Service Desk, you will be a crucial part of ensuring a seamless user experience across all of our digital platforms.

Who we are

apetito is the UK’s leading food supplier to the health and social care sectors serving more than 1,300 care homes, health care and education settings. Our meals are expertly crafted by our dieticians and chefs, and then frozen to lock in the goodness. Wiltshire Farm Foods, our sister company, is the UK’s largest ready meal supplier cooking and delivering over 330 different delicious frozen ready meals across the UK.

Responsibilities

• Provide timely and effective end-to-end technical assistance to end users via multiple channels, such as telephone, Teams, email and through ticketing.
• Troubleshoot and resolve technical issues across our digital platforms. Understanding root cause of issues across all connected systems.
• Provide exceptional customer service to customers, building strong relationships.
• Prioritise tickets effectively, resolving the most important tickets quickly and ensuring all tickets are resolved within SLA.
• Provide remote assistance to customers to guide them through processes and usage of digital platforms.
• Work with the Development teams to write and publish user-friendly guides to assist users with self-help options.
• Accurately triage issues so that tickets can be escalated in a timely and efficient manner.
• Be problem aware, to identify when there are common issues that need to be escalated to the Service Delivery Manager and Development teams to address platform issues.
• Maintain internal knowledge base with the aim of creating a comprehensive support library of known and common problems.
• Work with the development team to build comprehensive technical dashboards and alerting mechanisms so that we are aware of any issues before our customers.
• Monitor key technical metrics for each digital product and feedback to the wider team to continuously improve each product.
• Help build and improve our CI/CD pipelines to automate the path to production for our digital products.
• Escalate issues as appropriate to the Internal Development Team or the Cloud Infrastructure Engineers.
• Regularly update and patch products and infrastructure to protect against vulnerabilities.
• Support with API key rotation in line with group policies.
• Other duties as assigned by Management.

About you

Skills and Competencies

• Technically minded with a customer service background.
• Good understanding around software applications; web, mobile, and API.
• Proficiency in troubleshooting and problem-solving techniques.
• Familiarity with web development languages and SQL principles.
• Familiarity with cloud technologies such as (AWS, Azure, and GCP).
• Excellent interpersonal skills and able to communicate a technical issue, jargon free to non-technical customers.
• Patience and tact in handling challenging tickets.
• Strong documentation skills to create clear and concise technical and user guides.
• Ability to work independently and part of a team.
• Detail oriented.
• Empathetic and passionate around helping non-technical users better use digital platforms.
• A drive for customer excellence.
• A positive can-do attitude with a willingness to step outside of comfort zones.

Qualifications and Experience

• Microsoft Certified: Azure Fundamentals would be desirable.
• ITIL4 Foundation would be desirable.
• CompTIA A+ Certification would be desirable.

Company Benefits

• Competitive salary – accredited Living Wage employer
• 25 days holiday per year, plus bank holidays
• Option to purchase up to 5 additional days holiday per year
• Discretionary annual bonus scheme
• Pension scheme - employer matched contributions up to 4%
• Life assurance scheme worth at least 1x annual salary
• Subsidised canteen
• Free parking
• Free turkey or voucher at Christmas
• apetito perks scheme including salary sacrifice options and retail discounts

Our Values

As a family-owned business, we take great pride in being a company that makes a real difference and is dedicated to creating outstanding meals to be proud of. We develop a range of products designed to enhance health and well-being for all our customers. We are driven by a passion for service and dedicated to feeding some of the UK’s most vulnerable people. We proudly support British food and farming, focusing on using the best ethical and sustainable produce in alignment with our goal to reach Net Zero by 2040. Our ethical standards are recognised by the ETI and we are an accredited Living Wage employer. We embrace inclusion, empowering individuals from diverse backgrounds. Our commitment to making a real difference extends to customers, communities, and staff and we're on a mission to build an inclusive workplace where everyone reaches their full potential.