Application Support Engineer (UK-Backshift)
Description For Application Support Engineer (UK-Backshift)
Dayshape, an award-winning enterprise software scale-up, is seeking an Application Support Engineer for their UK-Backshift team. This role involves supporting customers across multiple time zones, particularly in North America. You'll be responsible for reviewing and managing support tickets, resolving complex issues, and contributing to the continuous improvement of the product and support processes.
Key responsibilities include:
- Managing and triaging support tickets in Freshdesk
- Resolving complex issues and preparing tickets for software engineers when needed
- Contributing to support documentation and self-help resources
- Becoming an expert user of the Dayshape product
- Providing customer feedback to the product team
- Managing deployment infrastructure for internal environments in Azure
The ideal candidate will have:
- Experience in L2 or L3 application support for external customers
- Strong communication skills and ability to translate technical information
- Knowledge of SQL and experience with software integrations
- Familiarity with Microsoft Azure
Benefits include:
- Competitive salary with shift premium
- Generous holiday allowance
- Professional development budget
- Private healthcare and wellbeing offerings
- Flexible working arrangements
This full-time role typically works from 2:00 PM to 10:30 PM, Monday to Friday, with some flexibility for shift work as needed. The position is based in Edinburgh or remote within the UK, with occasional travel to the Edinburgh office for team collaboration.
Join Dayshape's diverse and growing team, where you'll have the opportunity to influence how things are done and contribute to the company's continued success in the professional services industry.
Responsibilities For Application Support Engineer (UK-Backshift)
- Review and manage support tickets in Freshdesk
- Resolve complex issues and prepare tickets for software engineers
- Contribute to support documentation and self-help resources
- Become an expert user of the Dayshape product
- Provide customer feedback to the product team
- Manage deployment infrastructure for internal environments in Azure
- Continuously review and improve support processes
Requirements For Application Support Engineer (UK-Backshift)
- Demonstrable experience in L2 or L3 application support for external customers
- Experience supporting customers in an enterprise environment
- Excellent communication skills
- Analytical and methodical approach to problem-solving
- Knowledge of SQL - able to write and run scripts
- Experience working with software integrations
- Knowledge of Microsoft Azure
Benefits For Application Support Engineer (UK-Backshift)
- Starting salary £35,000
- 15% uplift on base salary for night hours
- At least £1,000 per year for professional and personal development
- 33 days' holiday per year (including bank holidays), increasing yearly
- Paid four-week sabbatical in fifth anniversary year
- Private healthcare through Vitality
- Income protection and death in service cover
- Matched 5% auto-enrolment workplace pension scheme
- Employee Assistance Programme and dedicated counselling service
- Innovation Week twice a year
- Volunteering time - up to 20 hours a year
- Weekly All Hands meeting
- Team socials each month
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