Support Engineer - 2nd Line UK

Preservica Ltd; Abingdon; On-site; GBP 60,000 - 80,000; Full time

Job summary

A digital preservation technology leader in the UK is seeking a Technical Support Professional who is passionate about customer service. The role involves supporting users of cloud-hosted solutions and requires skills in technical support, problem solving, and relationship management. Ideal candidates will have experience in enterprise environments and a strong command of web technologies. This position offers career development opportunities and an annual training allowance for continuous learning.

Benefits

Competitive salary

Annual training allowance

Career development opportunities

Qualifications

• Proven working experience in enterprise technical support or in a cloud-based SaaS environment.
• Experience supporting Cloud based applications is essential.
• Understanding of web based / Java application technologies is required.

Responsibilities

• Support all aspects of system use with complex problem-solving tasks.
• Communicate with a diverse group of technical and non-technical users.
• Manage relationships and provide excellent customer service.

Skills

Enterprise technical support experience

Experience with cloud-based applications

Understanding of web technologies

Network troubleshooting skills

Database and API familiarity

Scripting knowledge (Python, SQL)

Exposure to M365/SharePoint

XML knowledge

Job description

To maintain our growth, we believe in hiring strong technical talent and then supporting that talent to grow with us. Right now we are looking an ambitious technical support professional with a passion for customer service excellence who wants to take their career to the next level and make a real difference to our customer base., Our customers are a diverse group of technical and non-technical users spread around the world with your focus on UK and European customers. They mostly use cloud hosted solutions with some on-premise and require remote support for all of their questions and issues. This role will support all aspects of system use and will involve complex problem solving, issue replication, relationship management and communicating with all levels of technical ability both internally and externally.

Knowledge & Experience

• Proven working experience in enterprise technical support or as a technical engineer in a cloud based SaaS environment
• Experience supporting Cloud based applications.
• An understanding of web based / java application technologies (Apache, Tomcat, http(s), web services).
• Experience with network technologies and their troubleshooting.
• Experience with databases, APIs, and basic scripting languages (e.g., Python, SQL)
• Exposure to M365/SharePoint admin functions
• XML experience would be desirable

You will need a passion for customer service excellence, you enjoy interacting with customers, you thrive on solving technical problems and are driven by a desire to learn and enhance your knowledge and capabilities. You communicate well at all levels and through all channels.

As part of a growing team you will need to be self‑motivated, highly organised and able to multitask and prioritise. Ideally you will have experience with the technologies listed below but a desire to make a difference and help our customers are the most important qualities.

Key Skills and Attributes

• Solid communication skills, both written and verbal. The ability and willingness to build positive working relationships with customers and colleagues.
• Problem‑solving and analytical skills that you can apply to solve technical problems and deliver results on time.
• Self‑motivated, delivery focused, works equally well independently and in teams.
• Highly organized with a strong command of detail. Comfortable with balancing priorities and multitasking.
• A passion for innovation and a desire to learn.

Can you get to the heart of a user's technical issues? Do you intuitively grasp the workings of SaaS based application software? Do you get a buzz from solving that ticket?

We are Preservica and we are changing the way organisations safeguard their digital information. As a world‑leader in digital preservation technology, our award‑winning software is used by leading businesses, archives, libraries, museums and government organisations across the globe.

Benefits

As well as a competitive salary and benefits package, we also offer great future prospects in a fast‑growing market sector. From improving your technical abilities to developing leadership skills, we can offer tailored career development based on your aspirations. This is supported by our focus on personal development and training - all our staff have an annual training allowance, which can be used to learn new technologies, develop soft skills or earn recognised professional qualifications.