Software Support Engineer

Yolk Recruitment; Cardiff; Hybrid; GBP 35,000 - 40,000; Full time

Job summary

Yolk Recruitment is seeking a Software Support Engineer for a South Wales hybrid role (3 days on site). Salary £35,000-£40,000. You will own business-critical applications and provide a responsive technical service, going beyond basic ticket resolution.

Responsibilities include diagnosing incidents, SQL troubleshooting, handling service requests, coordinating fixes with internal teams and suppliers, and performing root-cause analysis. This role offers growth in a collaborative IT environment.

Qualifications

• Around three years or more in application, software or technical support.
• Strong troubleshooting and problem-solving skills.
• Practical SQL experience.
• Experience supporting business-critical applications.
• Confidence managing incidents from investigation through to resolution.
• An understanding of problem management and root-cause analysis.
• Strong communication skills with technical and non-technical users.
• Experience with ERP or other enterprise applications would be beneficial.
• JIRA or similar ticketing/issue-management experience would be useful.
• Exposure to C#, VB.NET, PowerShell or Python would be advantageous.

Responsibilities

• Diagnose and resolve incidents affecting business-critical applications.
• Use SQL to investigate application and data issues.
• Manage service requests in line with agreed SLAs.
• Investigate software defects and coordinate fixes.
• Work with internal technical teams and third-party suppliers.
• Carry out root-cause analysis on recurring issues.
• Complete system performance and integrity checks.
• Maintain technical and knowledge-base documentation.
• Keep stakeholders updated throughout incidents and investigations.
• Follow established incident, problem and change-management processes.

Skills

SQL

Troubleshooting

Incident management

Communication

Software support

ERP experience

Tools

JIRA

Job description

Software Support Engineer

South Wales | Hybrid, 3 days on site

£35,000-£40,000

We're looking for a Software Support Engineer to join an established organisation where you'll take ownership of business-critical applications and help ensure users receive a reliable, responsive technical service.

This is a good opportunity for someone who enjoys getting beyond basic ticket resolution. You'll investigate application and data issues, use SQL to troubleshoot problems, work with internal teams and external suppliers, and help identify permanent fixes for recurring incidents.

You’ll join an experienced IT environment where there is plenty of opportunity to broaden your technical knowledge and take ownership of genuinely important systems.

What You'll Do:

• Diagnose and resolve incidents affecting business-critical applications.
• Use SQL to investigate application and data issues.
• Manage service requests in line with agreed SLAs.
• Investigate software defects and coordinate fixes.
• Work with internal technical teams and third-party suppliers.
• Carry out root-cause analysis on recurring issues.
• Complete system performance and integrity checks.
• Maintain technical and knowledge-base documentation.
• Keep stakeholders updated throughout incidents and investigations.
• Follow established incident, problem and change-management processes.

What You'll Bring:

• Around three years or more in application, software or technical support.
• Strong troubleshooting and problem-solving skills.
• Practical SQL experience.
• Experience supporting business-critical applications.
• Confidence managing incidents from investigation through to resolution.
• An understanding of problem management and root-cause analysis.
• Strong communication skills with technical and non-technical users.
• Experience with ERP or other enterprise applications would be beneficial.
• JIRA or similar ticketing/issue-management experience would be useful.
• Exposure to C#, VB.NET, PowerShell or Python would be advantageous.

Why You Should Apply:

• Work with a varied business application estate rather than purely first-line support.
• Genuine scope to investigate problems and implement lasting solutions.
• Exposure to SQL, enterprise applications and automation/scripting.
• Join an established IT team with good exposure across the wider organisation.
• After probation, participate in an on-call rota of approximately 1 week in every 5-6, with an allowance plus additional payment for call-outs.