Role: Technical Support – Software Services - SaaS Application Support Engineer - AWS, Linux
Location: Epsom, Surrey
Salary: £competitive
Home working:
There will be some flexibility as it will be linked to managing cloud services which in theory can be done from anywhere.
Being in the office will be useful for any integration testing, i.e. devices communicating with the cloud, but this will be as required. There will obviously be the learning period which is generally more effective when done in person.
** This role is exclusive to People Source so you must apply via this job advert**
This role specifically provides first and second line technical support to our customers (major water utilities) using our leading edge solution telemetry system software ’Canvas.’ This can be run on in-house infrastructure or hosted on cloud environments (AWS).
A customer focused role with a strong technical background, that will provide front line support to ensure that the software service is maintained and operational for our customers. Responding to a wide range of requests the role will also involve investigating and resolving technical issues as they arise requiring an ability to think on your feet and provide clear information to customers.
The role will work across Engineering, Operational and Product Management teams to provide world-class support to our customers that delivers right first time and delights our customers.
Principal Accountabilities
- Provide technical customer support for the telemetry SaaS solution
- Investigate and resolve technical issues providing timely resolution and guidance
- Ability to prioritise requests and tickets and follow through to completion
- Develop and maintain clear communication channels to customers
- Create clear, easy to follow knowledgebase articles for internal use and customers
- Provide appropriate feedback to business regarding service and issues
- Lead customer service for this solution to customers, driving customer
- satisfaction and delivering to SLAs
Education/Experience:
- Experience of running SaaS solutions in cloud environments e.g., AWS/Azure or equivalent
- Customer-facing skillset managing internal & external stakeholders
- Experience of IT infrastructure monitoring tools e.g., Nagios, AWS CloudWatch
- Help desk ticketing systems i.e., Jira
- Technical capability with analytical and problem solving skills
- Degree in Engineering or equivalent
Desirable
- 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 send a CV to [email protected]