Product Support Engineer

SoftwareONE; London; On-site; GBP 40,000 - 80,000; Full time

Job summary

Join a forward-thinking company that is a leader in software and cloud solutions. In this exciting role, you will provide Tier 2 support for web-based applications, mentoring team members and resolving deep technical issues. Your expertise in APIs and web platforms will be crucial as you collaborate with engineering teams to optimize solutions. This role offers the chance to make a significant impact while working in a supportive and innovative environment. If you are passionate about technology and enjoy problem-solving, this opportunity is perfect for you.

Qualifications

• 4+ years experience in support for web-based applications is essential.
• Deep-level knowledge of web platforms/SAAS and APIs required.

Responsibilities

• Provide Tier 2 technical support and mentoring to team members.
• Manage and resolve technical issues, collaborating with Engineering.

Skills

2nd or 3rd level support

Web-based applications

APIs

Problem analysis

Communication skills

Conflict resolution

Education

4+ years experience in support roles

Tools

JIRA

Azure DevOps

Confluence

ServiceNow

Job description

SoftwareOne is a leading global software and cloud solutions provider that is redefining how organizations build, buy, and manage everything in the cloud. By helping clients to migrate and modernize their workloads and applications – and in parallel, to navigate and optimize the resulting software and cloud changes – SoftwareOne unlocks the value of technology. The company’s 9,200 employees are driven to deliver a portfolio of 7,500 software brands with sales and delivery capabilities in ninety countries. Headquartered in Switzerland, SoftwareOne is listed on the SIX Swiss Exchange under the ticker symbol SWON. Visit us at www.SoftwareOne.com

Why SoftwareOne?

SoftwareOne is a leading global software and cloud solutions provider that is redefining how organizations build, buy, and manage everything in the cloud. By helping clients to migrate and modernize their workloads and applications – and in parallel, to navigate and optimize the resulting software and cloud changes – SoftwareOne unlocks the value of technology. The company’s 9,200 employees are driven to deliver a portfolio of 7,500 software brands with sales and delivery capabilities in ninety countries. Headquartered in Switzerland, SoftwareOne is listed on the SIX Swiss Exchange under the ticker symbol SWON. Visit us at www.SoftwareOne.com

The role

Location: Remote

This role provides mentoring and deep level technical and operational support at a Tier 2 level.

• Coaching and Supporting less experienced members of the team
• Managing, triaging and investigating deep level technical issues to resolution
• Assist leads, head of support and escalation manager in gathering reporting information.
• Assist leads, head of support and escalation manager to manage client and partner escalations.
• Working with Engineering to bring about deep understanding of issues reported and expedite solutions.
• Supporting the regular triage of open issues with Engineering.
• Work with team, team leads and head of support to review and approve bugs and issues raised to Tier 3 / 4
• Running client and partner calls.
• Running brainstorming sessions with the team and creating summary reports and action plans.
• Owning problems to resolution, while assisting our Lead Engineer and Escalation Manager for high impact problems.

What we need to see from you

• 4+ years experience in 2nd or 3rd level support for web-based applications
• You live in the EU/UK and you have a right to work/do not need Visa sponsorship
• Deep-level knowledge of web platforms/SAAS
• Demonstrable experience working with APIs
• Ability to independently and creatively analyse problems and find adequate solutions
• Great communication and English skills are required
  • Presentation creation and delivery
  • Customer facing document creation and review
  • Conflict resolution
• Familiarity/knowledge with ITIL terminology/ITIL framework
• Demonstrable experience working with ALM tools such as JIRA, Azure DevOps and a high level of exposure to confluence would be a significant advantage.
• Experience using an ERP system is an advantage
• Reporting experience from ticketing / service delivery tools required
• Experience with network or console logs is required
• Experience with ServiceNow is an advantage but deep level knowledge of ticketing systems and workflows is a requirement.

Job Function

Marketplace Platform

• 4+ years experience in 2nd or 3rd level support for web-based applications
• You live in the EU/UK and you have a right to work/do not need Visa sponsorship
• Deep-level knowledge of web platforms/SAAS
• Demonstrable experience working with APIs
• Ability to independently and creatively analyse problems and find adequate solutions
• Great communication and English skills are required
  • Presentation creation and delivery
  • Customer facing document creation and review
  • Conflict resolution
• Familiarity/knowledge with ITIL terminology/ITIL framework
• Demonstrable experience working with ALM tools such as JIRA, Azure DevOps and a high level of exposure to confluence would be a significant advantage.
• Experience using an ERP system is an advantage
• Reporting experience from ticketing / service delivery tools required
• Experience with network or console logs is required
• Experience with ServiceNow is an advantage but deep level knowledge of ticketing systems and workflows is a requirement.

About the company

SoftwareONE helps clients govern and manage software estate – be it licensing optimization, procuring effectively, or deploying a cloud-based solution.