We are looking for a full-time, pro-active, enthusiastic 2nd Line Tech Support Engineer to join us at an exciting time in our growth journey. This is a varied role that requires a self-starter to work alongside multiple teams with excellent prioritisation and communication skills.
2nd Line SaaS / Software Support - Remote
Swindon SN6 | c£35,000 + Benefits
You will provide a first-class service to our clients as 2nd line support to resolve day to day technical issues, system enhancements and ensuring data integrity is maintained.
We are a PHP house and there is a requirement to work across multiple environments as we transition from our legacy system to an enterprise scale fintech platform based on AWS architecture.
As well as being comfortable in a development environment you will be equally at home following up directly with clients on the specifics for both technical and non-technical contacts to resolve issues whilst adhering to S.L.A. commitments.
+ Utilise Jira Service Desk to create, communicate and pro-actively execute tickets through to resolution
+ Work with multiple other departments where additional resource is required using the relevant escalation protocols
+ Investigate, identify and correct legacy PHP code / MySQL using support from development where required
+ Ensure the smooth running of systems through daily monitoring of error logs and system files
+ Provide feedback on potential platform enhancements that would add value internally, externally or both
+ Escalate issues to development as part of the ongoing roadmap
+ Provide client facing technical support alongside Customer Success in client meetings
+ Proficient in using MySQL, PHP (version 5.2 to 7.2) with OO awareness & Symfony an advantage
+ Experience of JSD, PHP Storm and comfortable in a Linux environment
+ Able to be proactive with their workload and manage their time, as part of a team and independently
+ Excellent client support skills with good written and verbal communication, you can talk tech with colleagues and be able to translate for clients
+ Quick to learn with an eye for detail
+ Any exposure to billing systems or financial transactions a bonus
About the company:
We are a highly successful UK-based Fintech Software vendor embarking on an exciting growth journey after significant recent investment in new product and people.
We provide clients with a leading cloud-based Order-to-Cash Accounts Receivable suite that enables them to automate processes, reduce costs and improve cash collection efficiencies resulting in increased cash flow. Our SaaS platform enables customers to get paid faster by automating manual and time-consuming tasks.
With an existing and highly satisfied customer base of very well-known large international Blue-Chip enterprises, we are a secure and dynamically growing Software business with a 20 year history of stability and profit from offices near Shrivenham on the Oxfordshire / Cotswolds border. The next few years will be an exciting time for the company as growth explodes.
Our jobs come with fantastic perks as well - our office has a private gym attached which you can use whenever you want, you get private health insurance and there are pension and bonus options for all successful candidates. 21 days annual leave, bank holidays on top of that and the option to purchase more. Once a month, we have a pitstop lunch with pizza or deli provided and we have an active staff led social committee.
The rewards and benefits package include:
+ 21 days holiday with the ability to purchase more
+ Free access to our on-site gym
+ Flexible working
+ Career progression
We are based near Swindon alongside the A420 in newly refurbished offices, but currently working remotely. Interviews will be conducted by telephone / video calls.
If you have the experience we're looking for then we'd love to hear from you
Your Experience / Background / Previous Roles May Include:
SaaS Support, Software Support, Developer Support, Tech Support,
Interested? Apply here for a fast-track path to the Hiring Manager
If you have any pre-application questions please contact us first quoting the job title & ref. Good luck, Team RR