Requirements
Must have:
- Experience supporting enterprise software customers in a technical support or services role - Strong knowledge of Salesforce Service Cloud and case management best practices - Solid understanding of .NET application concepts and Azure deployment patterns - Strong troubleshooting skills across logs, performance, and configuration - Clear, confident communication skills (technical and non-technical) - High ownership mindset and commitment to customer experience
Responsibilities:
- Supporting enterprise customers across application, configuration, and infrastructure layers - Leading complex escalations with clear communication and end-to-end ownership - Troubleshooting using logs, stack traces, performance data, and configuration analysis - Optimising case workflows within Salesforce Service Cloud - Analysing monitoring data (e.g. Sumo Logic or similar tools) to diagnose issues - Translating technical findings into clear, practical guidance for different audiences - Partnering with Engineering and Product to identify root causes and drive long-term fixes
Company:
We are hiring a technically strong, customer-focused Lead Product Support Engineer to sit at the center of software, cloud platforms, and enterprise customer experience in Belfast with a hybrid working model. This is a high-impact role where you will have real ownership of enterprise customer outcomes. You will work closely with Engineering and Product, in a modern Azure-based cloud environment, with the opportunity to shape support processes and improve product reliability.