Senior SaaS Support Engineer - Root-Cause & API Debugging

Revoco; Stafford; Ibrido; GBP 55.000 - 75.000; Tempo pieno

Descrizione del lavoro

Revoco in Stafford is seeking a Senior Application Support Engineer to serve as the technical bridge between Customer Support and Development. You will handle issues that require deep investigation, including database queries, application behavior, API integrations, and determining whether data, configuration, or software is at fault.

Based in a hybrid role, you will collaborate with Development and QA, read code to diagnose issues, and assist with bug fixes and documentation.

Competenze

• Experience in Application/Technical/Software Support roles.
• Strong SQL and relational database knowledge.
• Ability to read and understand application/source code.
• Experience with REST APIs and integrations.
• Excellent communication with technical and non-technical audiences.
• Customer-focused problem solving.
• Ability to work independently while collaborating with Support, QA and Development.

Mansioni

• Act as senior escalation point for complex customer issues.
• Investigate problems not resolved by standard support processes.
• Diagnose issues related to application behaviour, configuration, business logic and integrations.
• Use SQL to investigate data-related issues.
• Identify data anomalies and support corrections.
• Investigate software defects and establish root causes.
• Troubleshoot REST APIs, integrations and JSON/XML data.
• Read and understand application code to diagnose issues.
• Collaborate with Development to provide clear findings and reproduction steps.
• Explain technical issues clearly to non-technical colleagues and customers.
• Contribute to technical documentation and troubleshooting guides.
• Share knowledge with first- and second-line support.
• Work with QA and Development to improve product quality.

Conoscenze

SQL

REST APIs

JSON/XML

Microsoft SQL Server

Debugging & Troubleshooting

Communication

Strumenti

Git

Azure

Postman

Descrizione del lavoro

Revoco in Stafford is seeking a Senior Application Support Engineer to serve as the technical bridge between Customer Support and Development. You will handle issues that require deep investigation, including database queries, application behavior, API integrations, and determining whether data, configuration, or software is at fault.

Based in a hybrid role, you will collaborate with Development and QA, read code to diagnose issues, and assist with bug fixes and documentation.