Role: Graduate Software Support Engineer
Location: Tadworth, Surrey
Onsite role
** This role is exclusive to People Source **
We are seeking a skilled and motivated SaaS Application Support Engineer to join our dynamic engineering team to provide second- and third-line technical support to our customers (major water utilities) using our leading-edge solution telemetry system software `Canvas.’ This software is run as SaaS offerings hosted on cloud environments.
This is a customer focused role requiring a strong technical background, customer-facing communication skills, and a proactive approach to problem-solving, ensuring customer satisfaction by resolving complex technical issues and working closely with the development team to investigating and resolving technical issues to enhance product reliability and performance.
This position offers an opportunity to contribute to the improvement and development of our software platforms to improve the sustainability of the planet, making it an exciting opportunity for those passionate about technology and the environment.
Daily Duties:
• Provide 2nd/3rd line technical support for the telemetry SaaS solution troubleshooting software issues.
• Investigate and resolve technical issues through analysis of product logs, configuration files providing timely resolution and guidance.
• Ability to prioritise requests and tickets and follow through to completion
• Develop and maintain in-depth knowledge of the company’s cloud service products
• Create clear, easy to follow knowledgebase articles for internal use and customers
• Provide appropriate feedback to business regarding service and issues
• Deliver customer service for this solution to customers, driving customer satisfaction and delivering to SLAs
Key skills:
• Degree in Engineering or equivalent
• Customer-facing skillset managing internal & external stakeholders
• Experience of using SaaS solutions in cloud environments e.g., AWS/Azure or equivalent
• Software development skills e.g. C/C++, Java, Python
• Help desk ticketing systems i.e., Jira
• Technical capability with analytical and problem-solving skills
Desirable Skills:
- Experience of IT infrastructure monitoring tools e.g., Nagios, AWS CloudWatch
- Knowledge/experience using Linux or equivalent command line interfaces
- REST API configuration
- Database experience e.g., SQL
- Networking and server infrastructure knowledge
- Technical background in telemetry or equivalent i.e., Telco, IT Networks
How to apply?
Please email a CV to [email protected]