Senior Software Engineer – Customer Support

Jobtailor; Greater London; On-site; GBP 52,000 - 78,000; Full time

Job summary

Jobtailor in London is seeking an experienced engineer to understand the product, analyze issues, and deliver code-level solutions that improve business outcomes. You will collaborate with development teams, support go-live phases, and create knowledge base articles to empower customers and teammates.

You should have strong Microsoft stack skills (C#, ASP.NET, MVC, SQL, JavaScript), experience with Azure, and the ability to respond to customer requests with scalable, high-quality support.

Qualifications

• Proven experience in application development, support, or sustaining engineering.
• Strong development and troubleshooting skills on the Microsoft stack.
• Microsoft technologies: C#, ASP.NET, MVC, SQL, JavaScript.

Responsibilities

• Understand the product in depth and how customers use it to achieve business outcomes
• Analyze complex issues and deliver technical code-level solutions
• Collaborate with development teams to track bugs and suggest improvements
• Provide technical support during go-live phases, including workflow updates, user interface changes, report creation, database scripting, and integration configuration
• Respond to enhancement requests based on customer use cases
• Create and maintain knowledge base articles for internal and external audiences
• Deliver hotfixes, patches, and upgrade support
• Follow and improve CRM processes to manage customer requests efficiently
• Participate in an on-call rotation to support critical customer needs

Skills

C#

ASP.NET

MVC

SQL

JavaScript

Tools

Azure

Microsoft Stack

CRM Tools

Job description

• Understand the product in depth and how customers use it to achieve business outcomes
• Analyze complex issues and deliver technical code-level solutions
• Collaborate with development teams to track bugs and suggest improvements
• Provide technical support during go-live phases, including workflow updates, user interface changes, report creation, database scripting, and integration configuration
• Respond to enhancement requests based on customer use cases
• Create and maintain knowledge base articles for internal and external audiences
• Deliver hotfixes, patches, and upgrade support
• Follow and improve CRM processes to manage customer requests efficiently
• Participate in an on-call rotation to support critical customer needs

Requirements

• Previous experience in application development, support, or sustaining engineering
• Strong development and troubleshooting skills on the Microsoft stack
• C#; ASP.NET; MVC; SQL; Stored Procedures; JavaScript
• Exposure to Azure and cloud computing is a plus
• Familiarity with customer support tools and processes
• Strong AI mindset and familiarity with AI-enabled support solutions, troubleshooting tools, automation technologies, and delivering scalable, high-quality customer support experiences
• Excellent written and verbal communication skills
• Ability to listen actively, understand customer pain points, and design effective solutions
• Eligibility for SC clearance
• Possession of a British passport
• Participation in an on-call rotation

Core Competencies

Demonstrates strong technical expertise in application development and support, particularly within the Microsoft stack, while effectively collaborating with teams to enhance customer experiences and deliver scalable solutions. Proficient in troubleshooting, technical support, and maintaining documentation to facilitate knowledge sharing.

Highest-signal resume keywords

• C#
• ASP.NET
• MVC
• SQL
• JavaScript

Hard Skills

• Application Development
• Troubleshooting
• Database Scripting
• Integration Configuration
• Hotfixes
• Patches
• Upgrade Support
• AI-Enabled Support Solutions
• Automation Technologies
• Customer Support Processes

Soft Skills

• Excellent Communication Skills
• Active Listening
• Problem Solving

Certifications & Qualifications

• Eligibility for SC Clearance
• British Passport

Industry Keywords

• Customer Support
• Sustaining Engineering
• Go-Live Support
• Knowledge Base Articles

Tools & Technologies

• Microsoft Stack
• Azure
• CRM Tools