Application Support Engineer: Our client is an industry leading organisation with a global client base seeking an Application Support Engineer. The focus is on products and services within the environmental and sustainability sector.

We are seeking a skilled and motivated Application Support Engineer to join our dynamic engineering team to provide second and third line technical support to clients. This software is run as SaaS offerings hosted on cloud environments.

This is a customer focused role requiring a strong technical background, customer-facing communication skills, and a proactive approach to problem-solving, ensuring customer satisfaction by resolving complex technical issues and working closely with the development team to investigating and resolving technical issues to enhance product reliability and performance.

Principal Accountabilities for the Application Support Engineer
Provide 2nd/3rd line technical support for the SaaS solution troubleshooting software issues.
Investigate and resolve technical issues through analysis of product logs, configuration files providing timely resolution and guidance.
Ability to prioritise requests and tickets and follow through to completion
Develop and maintain in-depth knowledge of the company's cloud service products
Create clear, easy to follow knowledgebase articles for internal use and customers
Provide appropriate feedback to business regarding service and issues
Deliver customer service to customers, driving customer satisfaction and delivering to SLAs

Education/Experience
Degree in Engineering or equivalent
Customer-facing skill set managing internal & external stakeholders
Experience of using SaaS solutions in cloud environments eg, AWS/Azure or equivalent
Software development skills eg C/C++, Java, Python
Help desk ticketing systems ie, Jira
Technical capability with analytical and problem solving skills

Desirable skills and experience:
Experience of IT infrastructure monitoring tools eg, Nagios, AWS CloudWatch
Knowledge/experience using Linux or equivalent command line interfaces
REST API configuration
Database experience eg, SQL
Networking and server infrastructure knowledge
Technical background in telemetry or equivalent ie, Telco, IT Networks