Job Description
As an Application Support Engineer, you will act as the primary escalation point for complex technical issues that first-line support cannot resolve. This role bridges business and technology, maintaining live applications, ensuring integrations run smoothly, and driving ongoing improvements across all platforms. Our client's digital platforms help social care and health providers deliver compassionate, compliant, and effective care. As a trusted software service, they aim to empower care teams and raise standards within the care sector.
The job:
* Investigate, diagnose, and resolve incidents promptly within agreed timeframes, maintaining clear and friendly communication with all stakeholders.
* Troubleshoot and analyse complex technical problems, collaborating closely with Level 3 Support and Engineering to find lasting solutions.
* Manage escalation processes efficiently, ensuring timely cooperation with technical teams and keeping everyone informed.
* Monitor live systems through alerts and dashboards to identify and resolve issues before they impact users.
* Support integrations across platforms such as Salesforce, Pendo, Vonage, GoCardless, and Stripe, ensuring smooth data flow and service reliability.
* Keep support documentation and playbooks updated, documenting recurring issues to streamline future resolutions.
* Assist in release readiness, share knowledge, and help teams prepare for new features.
* Create and update data reports and dashboards using Power BI, relational databases, and Salesforce to monitor performance.
* Seek opportunities to improve processes and products, enhancing service efficiency and customer experience.
* Provide advice on technical possibilities during project planning to ensure scalable, maintainable, and supportable solutions.
* Support case management and collaborate with teams to deliver excellent service.
The person we seek:
* Technologically proficient with one year of experience in second-line software support.
* Skilled in relational database systems such as MySQL and SQL Server, with an understanding of non-relational database concepts.
* Knowledgeable in Mobile Device Management (MDM) systems, JIRA or similar Application Lifecycle Management (ALM) tools, and cloud hosting services, with a preference for Azure.
* Familiar with Salesforce and strong understanding of Identity and Access Management (IdAM) principles.
* Patient, friendly, and encouraging, actively fostering confidence and ongoing learning.
* Excels in hybrid work environments by demonstrating strong self-management skills in both independent and remote settings.
* Maintains a disciplined work pace consistently, ensuring reliability and dependability.
* Communicates clearly and precisely, sharing detailed knowledge within areas of expertise.
This is an early career opportunity with an annual salary of £27,000 to £30,000. Graduates with relevant degrees and proficiency in the noted technologies are encouraged to apply.
Join this talented team in a full-time, permanent role offering flexible hybrid working options—work from home or on-site at UB11 1FW. Enjoy private healthcare, a company bonus scheme, free parking, and quarterly all-company events. A place where your skills are valued and you have opportunities to advance your career.