Remote Senior Support Engineer Job in UK SoftwareOne

Who you are

• Experience in 2nd or 3rd level support for web-based applications
• Demonstrable experience with APIs and a profound knowledge of web platforms/SAAS
• Independent problem analysis and creative solution skills
• Strong communication and proficient English skills
• Adept at creating and delivering presentations
• Customer-facing document review and creation experience
• ITIL terminology/framework knowledge
• Experience with ALM tools like JIRA Azure DevOps and Confluence
• Familiarity with ERP systems and ServiceNow
• High exposure to network or console logs and ticketing systems workflows

Desirables

• JIRA
• ServiceNow
• Confluence

What the job involves

• Provide Tier 2 technical and operational support
• Mentor and support less experienced team members
• Manage and triage deep-level technical issues to resolution
• Assist in gathering and reporting information for support leads and managers
• Collaborate with Engineering to expedite solutions for reported issues
• Conduct regular triage sessions and review sessions for escalated bugs and issues
• Run client and partner calls and brainstorming sessions
• Create summary reports and devise action plans