Product Support Engineer

Rein-Ton; London; Remote; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a skilled support engineer to provide mentoring and technical assistance at a Tier 2 level. This remote role involves managing complex technical issues, coaching team members, and collaborating with engineering teams to expedite solutions. The ideal candidate will have over four years of experience in web-based application support, a strong understanding of APIs, and excellent communication skills. Join a dynamic team where you can make a significant impact and help drive success in a fast-paced environment.

Qualifications

• 4+ years experience in 2nd or 3rd level support for web-based applications.
• Deep-level knowledge of web platforms and APIs.

Responsibilities

• Coaching and supporting less experienced team members.
• Managing and investigating deep level technical issues.
• Owning problems to resolution with the Lead Engineer.

Skills

2nd or 3rd level support

Web platforms/SAAS

APIs

Problem analysis

Communication skills

Conflict resolution

ITIL framework

Tools

JIRA

Azure DevOps

ServiceNow

Confluence

Job description

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