Remote Level 3 Support Engineer Job in UK Lakeside Software

Who you are

• Proven experience in a Level 3 or Escalation Engineer role, preferably within enterprise software
• Bachelor's degree in Computer Software/Engineering or equivalent
• Strong proficiency in multiple technologies, including experience with C#, C++, and one or more of the following technologies: JavaScript, SQL, SQLServer, and/or IIS
• SQL Server DBA Experience (a plus)
• Programming experience or QA/Technical Support related experience (desirable)
• Experience working with Zendesk and/or Jira (preferred)
• Demonstrated experience in live debugging code to diagnose and resolve issues in real-time
• Excellent problem-solving and analytical skills with the ability to handle complex issues
• Customer-facing with exceptional communication and interpersonal skills for working with a diverse range of technical and non-technical professionals
• Ability to consistently deliver to deadlines while prioritizing competing demands for work
• A keen interest in the technology and a drive to develop yourself both in technical knowledge and its application to meet customer requirements
• Ability to work independently and as part of a small, fast-moving, high-performing team

Desirables

• Programming QA/Technical experience
• Zendesk/Jira experience

What the job involves

• Providing expert-level support for SysTrack by triaging and troubleshooting highly critical escalations
• Managing and resolving a variety of cases for enterprise customers, ensuring timely and effective solutions
• Identifying and tracking cases and bugs for accurate reporting and resolution
• Developing and implementing test applications for debugging
• Debugging others’ code to resolve potential issues and ensure optimal performance
• Identifying root causes of issues and implementing long-term solutions
• Collaborating with Technical Services, Product, and Engineering teams globally
• Managing assigned caseloads for timely issue resolution
• Maintaining thorough documentation of cases and resolutions for continuous improvement