L3 Analyst

Kerridge Commercial Systems; Hungerford; Hybrid; GBP 35,000 - 50,000; Full time

Job summary

Kerridge Commercial Systems, now Klipboard, seeks a skilled L3 Software Support Engineer. This role involves investigating complex customer issues, collaborating with engineering teams, and ensuring quality inputs into the development cycle. Join a global team with a hybrid working policy promoting balance and collaboration.

Qualifications

• Understanding of ERPOne application and its architectural components.
• Experience in technical support or escalation roles.
• Familiarity with test automation frameworks.

Responsibilities

• Triage customer issues and analyze logs to determine root causes.
• Collaborate with development teams and filter out invalid bugs.
• Document verified defects clearly for developer intake.

Skills

Root Cause Analysis

Communication

Problem Solving

Attention to Detail

Education

Experience in L3 support

Tools

DeJavu

Job description

Social network you want to login/join with:

"At Klipboardwe've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work."

Klipboard provides specialist software, services and support to deliver fully integrated trading and business management solutions to companies in the distributive trade – wherever they are in the world. With a unique depth of knowledge and experience in ERP/SaaS solutions, Klipboard has a wide range of clients includes wholesalers, distributors, merchants and retailers from small traders to multinational enterprises. Klipboard has offices in the UK, Ireland, The Netherlands, South Africa, Kenya and North America.

We’re looking for a skilled and pragmatic L3 Software Support Engineer to join our global R&D group. Your primary mission is to investigate and triage complex customer-reported issues before they are routed to the core engineering workstream. You'll act as a first line of technical defence for our developers, ensuring only genuine software defects get raised for engineering effort.

This role requires a deep understanding of our application stack, the ability to distinguish between software bugs and configuration/setup issues, and the confidence to work closely with support and engineering teams. Your work protects engineering capacity, reduces false positives, and improves the quality of inputs into the development cycle.

Development Team Culture

• Hybrid working pattern (3 office / 2 home)
• Collaboration with Support, QA, and Development
• Emphasis on well-being and health & safety

Key Responsibilities:

• Triage complex customer issues with a structured, investigative approach
• Analyse logs, database queries, and configurations to determine root causes
• Identify whether issues are bugs, user/configuration errors, or expected behaviour
• Provide clear, technical explanations and documentation for internal tracking
• Collaborate with Product and Support to ensure consistent customer messaging
• Reduce noise for developers by filtering out invalid bugs
• Reproduce and document verified defects clearly for developer intake
• Contribute to knowledge base articles and reusable diagnostic guides

Skills, Knowledge and Experience:

Core Technical:

• Understanding of the ERPOne application and its architectural components
• Exposure to KCML (our proprietary configuration language) or a willingness to learn
• Familiarity with DeJavu or similar test automation frameworks

Problem Solving & Investigative Approach:

• A structured thinker with attention to detail
• Strong root cause analysis skills
• Comfortable creating or modifying automated tests in DeJavu to confirm defects or validate fixes
• Excellent communicator, both written and verbal
• Capable of translating technical findings into clear actions or non-issues
• Works well under ambiguity, quickly assessing unknowns

Bonus Skills:

• Prior experience in L3 support or technical escalation teams
• Background in QA, support engineering, or consulting
• Knowledge of enterprise configuration practices

Company Info

You may also have seen from our recent posts that we are excited to begin sharing our new company name – Klipboard. Kerridge Commercial Systems (KCS) is becoming Klipboard and our new brand is designed to bring together our expertise across distribution, automotive, retail, rental, transport management, manufacturing, and field service management. We have offices based across the world and we are looking for talented individuals to join our growing teams. Due to our growth over the last few years it is an exciting time to join us as we enter our next chapter! At Klipboard we've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work."

As a global company, we value and respect the diversity of our workforce, aiming to empower everyone to embrace each other's differences. We are committed to creating an inclusive workplace where diversity, equity, and inclusion are integral to our company and culture. We recognize the benefits of a diverse workforce, where creativity and valuing differences enable us all to thrive and sparks innovation.

If you require any help, adjustments and/or support during the interview and offer process then please advise our TA or HR team.

Research shows that women and other underrepresented groups are less likely to apply for a role unless they meet every listed requirement. However, we recognise that skills and experience come in many forms, and we encourage you to apply even if you don’t meet every criterion. If you are passionate about this role and believe you have the right mindset and transferrable skills, we would love to hear from you!

To all recruitment agencies: Klipboard does not accept agency speculative resumes. At present we only accept CV’s from Agencies on our PSL who have been assigned specific position/s. Please do not forward resumes to our careers site or direct to Klipboard employee as this does not constitute an introduction and Klipboard retrospectively will not be liable for any candidate ownership or fees related to unsolicited resumes.