Offer summary

Qualifications:

Experience in application or technical support roles., Strong troubleshooting and problem-solving skills., Familiarity with cloud platforms and APIs., Good communication skills for technical and non-technical audiences..

Key responsibilities:

Investigate and resolve user-reported application issues.

Monitor system performance and identify potential problems.

Collaborate with engineering teams to resolve complex issues.

Support software deployments, updates, and documentation.

Job description

Role: Application Support Engineer
Location: Remote (monthly in-person meetings in Cardiff, South Wales)
Type: Full-time (37.5 hrs/week)
Salary: £45,000 - £50,000 per annum

We're looking for a skilled Application Support Engineer to help support our clients' platform and customers as they continue to grow. This is a problem-solving job and will suit someone who enjoys working closely with both technical teams and end users and is passionate about delivering excellent customer experiences.

As an Application Support Engineer, youll play a crucial role in ensuring the SaaS cloud platform runs smoothly for clients and internal users. Youll be the first line of technical expertise for troubleshooting, diagnosing, and resolving technical issues while contributing to system improvements and knowledge sharing.

Responsibilities

Investigating and resolving application issues raised by users
Monitoring system performance and proactively identifying potential issues
Collaborating closely with the software engineering team to escalate and resolve complex technical problems
Working directly with customers and internal stakeholders to understand and reproduce reported issues
Creating and maintaining documentation, knowledge base articles, and support materials
Assisting with software deployments, updates, QA and configuration changes
Contributing feedback to improve platform stability, performance, and usability
Supporting integration work with client systems and APIs
Participating in the continuous improvement of support processes and tools

Experience needed

Experience in the tech stack (Node.js, Typescript, React, Nest.js, Postgres SQL, DynamoDB, AWS) is not required, but familiarity with modern SaaS environments, cloud services, and APIs is.

Experience in an application support, technical support, or software support role
Strong troubleshooting and problem-solving skills
Ability to analyse logs, debug issues, and work with APIs
Familiarity with cloud platforms
Excellent communication skills, both written and verbal, when dealing with both technical teams and non-technical users
Highly organised and able to manage multiple support requests concurrently
Proactive, accountable, and a strong team player

Nice-to-haves