Our client is an industry leading organisation with a global client base seeking an Application Support Engineer. The focus is on products and services within the environmental and sustainability sector.  

We are seeking a skilled and motivated Application Support Engineer to join our dynamic engineering team to provide second and third line technical support to clients. 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.

Principal Accountabilities for the Application Support Engineer:

• Provide 2nd/3rd line technical support for the 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 to customers, driving customer satisfaction and delivering to SLAs.

Education/Experience:

• 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 and experience:

• 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.

Get in touch with Alistair.McCuaig@boss-erp.co.uk to apply for this role!