Application Support Engineer

Summary

Join Dayshape, an award-winning software scale-up, as a US application support engineer to support our growing North American customer base. You will manage support tickets in Freshdesk, resolve tickets directly when possible, and collaborate with software engineers on complex issues. Your responsibilities include creating support documentation, being a product expert, using bug report data to improve product quality, and providing customer feedback to the product team. You will also manage deployment infrastructure and contribute to shaping the product roadmap. This role requires experience in application support, working in an enterprise environment, and excellent communication skills. The position offers a competitive salary, generous vacation time, comprehensive healthcare, and professional development opportunities.

Requirements

• Demonstrable experience in application support for external customers as a L2 or L3 support engineer
• You must be able to translate technical back into the customer’s language without following a well-defined script
• You will be working US hours in a UK headquartered company - you will have limited overlap with a majority of the company so you will need to be independent and a self starter
• Experience supporting customers in an enterprise environment, building long-term relationships with key contacts
• Keen to be hands-on and actively involved in issue resolution
• Passionate about technology and delighting customers
• A technological generalist - able to turn your hand to just about anything
• Excellent communication skills, both with customers and internal technical teams
• Comfortable challenging and raising issues at any level
• Analytical and methodical approach to solving problems
• Knowledge of SQL - able to write and run scripts
• Knowledge of JavaScript – able to amend and write conditions

Responsibilities

• Review support tickets (including reviewing logs) and prepare them for software engineers to fix, when needed
• Manage tickets in Freshdesk, raising comprehensive JIRA tickets to engage engineers
• Resolve tickets directly when no code changes are required
• Triage tickets based on various internal and external priorities
• Contribute towards the creation of support docs, including user guides, videos, and other self-help resources for customers
• Be an expert user of our product, able to answer all questions from customers and colleagues
• Use bug report data to help the company continuously improve testing and product quality
• Help to ensure support is the go-to team for anything product-related
• Provide customer feedback to the product team and contribute towards shaping the product roadmap
• Continuously review our processes to identify opportunities for improvement
• Manage the deployment infrastructure for internal environments in Azure and be responsible for shipping releases out to customers

Preferred Qualifications

• Our software uses technology such as Vue, Json, .net - experience working with or an understanding of one or more of these is an advantage
• We host our customers within Microsoft Azure, so knowledge of this cloud or a similar provider is an advantage
• Experience working with software integrations - ideally using Azure Data Factory
• An understanding of how large professional services firms operate (we work with global enterprise customers such as PwC, Deloitte and Grant Thornton)
• Experience working with and communicating with a geographically distributed team

Benefits

• Salary $75,000 - $95,000 dependent on experience
• Generous allowance of 20 vacation days plus public holidays on top
• Vacation days increasing by 1 day each year of service to a maximum of 27 days
• Comprehensive healthcare plan
• 401k
• At least $1,400 per year to spend on professional and personal development
• Regular All Hands meeting for inspiration and over-communication
• Monthly team events (sometimes in-person, sometimes virtual)
• Volunteering time – up to 20 hours a year to participate in volunteer work
• Innovation Week twice a year - a chance to experiment and work off-project