A LITTLE INFORMATION ABOUT US! Foods Connected is an award winning cloud based software platform that helps retailers and food companies across the world manage their supply chain, quality control and trading and planning management. Our software solutions are currently utilised by 10 of the largest food retailers in the world. As a team, we provide tools that help our customers manage their processes in a fast and efficient way and provide real-time visibility and reporting on what is happening in their business. At Foods Connected, we recognise that our employees are our most important asset and we value creating a great working environment to ensure our team enjoy coming into the office every day working together and solving problems for our customers. Whether we are in the middle of a fast and intense development sprint, on a Teams call discussing our project statuses or enjoying a game of ping-pong or pool in the office, it is important to us that our employees are happy and delivering the best possible result for our customers. We’re always keen to welcome talented individuals to join our expanding team. So if you’re driven, with a passion for developing simple software solutions, creating great user experiences, designing scalable solutions for real business challenges and ensuring customer happiness then we’re looking for you! IS THIS SOMETHING THAT INTERESTS YOU? The Foods Connected Tier 2 Engineer sits within the Engineering/Customer Success team and acts as the critical bridge between customer-facing support and the Engineering organisation. Alternate titles for this role include Escalation Engineer, Application Support Engineer, or Reliability Engineer. You will own the full lifecycle of escalated technical cases from investigation and root cause analysis through to resolution and customer communication, while carrying out defined engineering tasks autonomously and collaborating closely with members of the wider engineering team. This role goes beyond traditional support and you will bring genuine technical depth to bear on complex platform issues, reduce unnecessary escalations through knowledge sharing with Tier 1, and proactively contribute to the long-term reliability and evolution of the Foods Connected platform across Food Quality & Technical, Procurement, and Protein Optimisation product suites. A successful candidate will be productive and reliable within the Tier 2 remit after onboarding, capable of handling complex support cases and escalations with minimal assistance, and comfortable owning the entire lifecycle of a case including research, diagnostics, resolution, and stakeholder communication. ESSENTIAL DUTIES AND RESPONSIBILITIES Ensure operational reliability Investigate and resolve Tier 2 support cases using logs, databases, monitoring tools, and APIs. Autonomously resolve incidents, creating options, executing the best option, and escalating to Tier 3 when necessary. Request deployments with an understanding of their implications, raising awareness of any special requirements. Proactively identify recurring issues and collaborate with engineering teams to design long-term fixes. Participate in incident response and post-mortems, ensuring lessons learned are documented and acted upon. Collaborate across teams Work closely with Tier 1 support to reduce unnecessary escalations by providing guidance and training. Partner with Tier 3 engineers and Site Reliability Engineers to improve system resilience and automation. Collaborate proactively with auxiliary teams (UX, Data, QA, Dev Ops, etc.) to resolve customer needs in a timely manner. Maintain strong connections, communicating politely with candour, humility, and honesty. Constructively give, openly receive, and swiftly act on feedback. Live the company values: Simplicity, Service, Innovation. Contribute to business evolution Shape and execute objectives & key results with an understanding of why your work matters. Consistently communicate updates to customers throughout the progress of support cases, attending calls where necessary. Alert colleagues to potential issues before customers are aware of them. Occasionally lead projects (major incidents, escalations, or reliability initiatives), identifying goals, options, and a way forward. QUALIFICATIONS: EDUCATION, TRAINING, EXPERIENCE AND COMPETENCIES Minimum Qualifications Bachelor's degree in Computer Science, Software Engineering, Information Systems, or a related technical field, or equivalent demonstrable experience. Demonstrated experience in a Tier 2 engineering, application support, or reliability engineering role. Preferred Qualifications Prior experience in a Tier 2 or escalation support role within a SaaS environment, with a demonstrable track record of owning complex cases end-to-end with minimal oversight. Comfort working at the boundary of support and engineering, able to carry out technical tasks independently and grow capability without requiring full Engineering oversight for every action. Technical Skills — Essential Databases: Experience querying and troubleshooting relational databases (e.g., MS SQL), including indexes and performance tuning. Programming: Ability to write scripts (e.g., PowerShell, Python, TypeScript) for automation and diagnostics. Backend: Experience with APIs, authentication (OAuth/ SAML ), and integration troubleshooting. Frontend: Familiarity with JavaScript, CSS, HTML, and HTTP for debugging UI-related issues. Testing: Experience reproducing and validating bug fixes using frameworks (e.g., Jest, xUnit). Versioning: Proficiency with Git version control (Github/Gitlab/Bitbucket). Agility: Experience breaking down tasks, time-boxing, and partaking in regular feedback cycles. Communication: Proficient oral and written communication, especially with non-technical stakeholders. Collaboration: Positive, professional, and open-minded attitude to working with others. Technical Skills — Desirable It would be advantageous (but not essential) to have: Experience with CI/CD pipelines and monitoring tools (e.g., Prometheus, Grafana, Splunk). Achievement of a third-level qualification in Computer Science or similar field. 2 years professional experience in Tier 2 engineering, application support, or reliability engineering. Exposure to Site Reliability Engineering practices (automation, observability, reliability metrics). Confidence in talking directly to customers face-to-face or during incident calls. BENEFITS: Competitive Base Salary Clear Career Progression Generous Holiday Package - 25 Days 10 Public Holidays Employee Wellness Program and Classes