Software Application Support Engineer
Hybrid - London
Ocho People are proud to be partnering with their client on their first UK support hire. This is a fantastic opportunity to join a growing US-headquartered software business at an exciting stage of their UK expansion.
Our client provides a leading business rules and AI-powered decisioning platform, helping enterprises automate complex decisions across financial services, insurance, and healthcare.
The Role
As Product Support Engineer, you will be the go-to technical resource for enterprise customers — diagnosing issues, driving resolutions, and delivering a high-quality support experience. You will work closely with Engineering, Product, and Customer Success teams in a fast-paced, collaborative environment.
Role Details
* Hybrid — primarily WFH, with occasional travel to client sites in London
* covering UK/EMEA hours
* Part of a global support team with on-call rotation responsibilities
What You'll Do
* Manage and resolve customer tickets, ensuring timely follow-up and a strong customer experience
* Provide technical support across application, configuration, and infrastructure layers
* Troubleshoot issues using logs, stack traces, performance indicators, and configuration analysis
* Analyse monitoring signals using tools such as Sumo Logic or similar platforms
* Collaborate with Engineering and Product to drive resolution and improve the support experience
* Support and improve case management workflows in Salesforce Service Cloud and Freshdesk
What They're Looking For
* Experience in technical or product support for software or SaaS products
* Strong troubleshooting skills — log analysis, config review, and performance diagnostics
* Familiarity with cloud-hosted or SaaS application environments
* Experience with case management platforms such as Salesforce Service Cloud or Freshdesk
* Awareness of enterprise authentication concepts — SSO, OAuth, SAML or RBAC
* Exposure to .NET applications or basic software development concepts
* Familiarity with Microsoft SQL Server or ability to run basic troubleshooting queries
* Exposure to REST APIs, integrations, or services-based architectures
* Strong communication skills — able to explain technical issues to varied audiences
If this sounds like the right next step for you, get in touch with the team at Ocho People to find out more.