Job Description

As an Application Support Engineer, you will serve as the primary escalation point for complex technical issues that first-line support cannot resolve. This role connects business and technology, maintaining live applications, ensuring integrations operate smoothly, and driving continuous improvement across all platforms. You will support a digital platform dedicated to helping social care and health providers deliver compassionate, compliant, and effective care. As a member of this trusted service team, you will help empower care teams and raise standards within the care sector.

Our client offers a digital platform to help social care and health providers deliver compassionate, compliant, and effective care. As a trusted software service, they aim to empower care teams and raise standards within the care sector. As a Customer Support Specialist, you will play a vital role by providing first-line support to users, helping them deliver better care and simplify their daily work.

The role:

Investigate, diagnose, and resolve incidents promptly within agreed timeframes, maintaining clear and friendly communication with all stakeholders. Troubleshoot and analyse complex technical problems, collaborating closely with Level 3 Support and Engineering to find lasting solutions. Manage escalation processes efficiently, ensuring timely cooperation with technical teams and keeping everyone informed. Monitor live systems through alerts and dashboards to identify and fix issues before they impact users. Support integrations across platforms like Salesforce, Pendo, Vonage, GoCardless, and Stripe, ensuring data flows smoothly and services remain reliable. Keep support documentation and playbooks current, documenting recurring issues to streamline future resolutions. Aid in release readiness, share knowledge, and assist teams in preparing for new features. Create and update data reports and dashboards using Power BI, relational databases, and Salesforce to monitor performance. Seek opportunities to improve processes and products, making services more efficient and enhancing customer experiences. Provide advice on technical possibilities during project planning, ensuring scalable, maintainable, and supportable solutions. Support cases and collaborate across teams to deliver excellent service.

About you:

Technologically proficient with experience in second-line software support. Proficiency in relational database systems such as MySQL and SQL Server, with an understanding of non-relational database concepts. Working knowledge of Mobile Device Management systems, JIRA or similar ALM tools, and cloud-based hosting services, preferably Azure. Familiarity with Salesforce and principles of Identity and Access Management (IdAM). Patient, friendly, and encouraging, fostering confidence and promoting continuous learning. People-oriented, empathetic, positive communicator with a friendly yet professional demeanour. Enjoys the flexibility of a hybrid work environment, thriving in both independent and remote settings with strong self-management skills. Maintains a consistent, disciplined work pace to ensure reliability and dependability. Views processes as purposeful and efficient, with a focus on ongoing improvement. Communicates clearly and accurately, providing detailed knowledge within areas of responsibility. Completes delegated tasks thoroughly, following up to ensure high-quality work and meticulous attention to detail. Aims to become an expert in your field, serving as a resource and mentor for others' growth and learning.
Join this talented team in a full-time, permanent role with flexible hybrid work options--work from home or on-site, UB11 1FW. Enjoy benefits like private healthcare, a company bonus program, free parking, and quarterly all-company gatherings. A place where your skills are appreciated, your work-life balance is healthy, and you have the opportunity to develop your career.

Job Type: Full-time

Pay: 27,000.00-30,000.00 per year

Benefits:

Casual dress Company pension Free parking On-site parking Private medical insurance Referral programme Transport links Work from home
Ability to commute/relocate:

Uxbridge UB11 1FW: reliably commute or plan to relocate before starting work (required)
Application question(s):

Are you proficient in relational database systems such as MySQL and SQL Server, with an understanding of non-relational database concepts? Do you have working knowledge of Mobile Device Management systems, JIRA or similar ALM tools, and cloud-based hosting services, preferably Azure?
Work authorisation:

United Kingdom (required)
Work Location: Hybrid remote in Uxbridge UB11 1FW