Technical Support and Operations Engineer

ZipRecruiter; Manchester; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading company in Manchester is seeking a Technical Support and Operations Engineer. This role bridges clients and technical teams, focusing on resolving issues, improving systems, and enhancing client satisfaction. Ideal candidates will possess strong communication skills and technical expertise, particularly in software solutions and cloud environments.

Qualifications

• Minimum 5 years of experience in software client support.

Responsibilities

• Champion client needs and provide top-tier support.
• Collaborate with teams to diagnose and resolve technical challenges.
• Contribute to service management reporting and incident management.

Skills

Client-Centric Communication

Analytical Prowess

Technical Proficiency

Cloud Expertise

Operational Acumen

Time Management & Prioritization

Team Collaboration

Education

ITIL certification

Tools

Jira

SQL Server

Oracle

Bash

Python

Job description

Job Description

Technical Support and Operations Engineer | SaaS / Software Consulting

A specialist construction cost engineering practice with expertise in infrastructure and an SaaS offering is looking to hire a Technical Support and Operations Engineer to join the company in Manchester.

About the Role:

As a Technical Support and Operations Engineer, you'll be the bridge between our clients and our technical expertise. You'll not only resolve complex issues but also contribute to the continuous improvement of our systems and processes. Your work will directly impact client satisfaction and the overall efficiency of our operations.

What You'll Do:

• Client Advocacy: Champion our clients' needs, providing top-tier support and fostering positive relationships.
• Collaborative Problem Solving: Work closely with cross-functional teams to diagnose and resolve technical challenges efficiently.
• Operational Excellence: Contribute to service management reporting, incident and problem management, and service improvement initiatives.
• Technical Troubleshooting: Leverage your software expertise to triage, reproduce, and resolve client-reported defects within SLAs.
• System Maintenance & Security: Ensure system compliance, manage data migrations, and maintain a secure operating environment.
• Automation & Optimization: Identify and implement opportunities to automate processes and enhance client engagement.
• Incident Management: Effectively track and manage incidents using ticketing systems (e.g., Jira), ensuring timely resolution.

Your Skills and Attributes:

• Client-Centric Communication: Exceptional verbal and written communication skills with the ability to translate technical concepts for diverse audiences.
• Analytical Prowess: A strong analytical mindset to dissect complex problems and develop effective solutions.
• Technical Proficiency: Solid understanding of software solutions, database querying (SQL Server, Oracle), and scripting (Bash, Python).
• Cloud Expertise: Experience working in an AWS environment.
• Operational Acumen: Familiarity with virtualization, network protocols, and troubleshooting.
• Time Management & Prioritization: Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Team Collaboration: Proven ability to build rapport with clients and collaborate effectively with internal teams.
• Industry Standards: ITIL certification is required.
• Ticketing System Proficiency: Experience with Jira Service Management or a similar ticketing system.
• Experience: Minimum 5 years of experience in software client support.

Interested? Apply directly through LinkedIn, or send your CV to [e-mail]

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