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For Companies At a Glance
- Tasks: Provide technical support and mentor team members while resolving complex issues.
- Company: Join SoftwareOne, a global leader in software and cloud solutions with 9,200 passionate employees.
- Benefits: Enjoy remote work flexibility and the chance to work with top-tier technology.
- Why this job: Be part of a dynamic team that values innovation and problem-solving in a supportive culture.
- Qualifications: 4+ years in web application support, strong communication skills, and familiarity with ITIL and ALM tools.
- Other info: Opportunity to work with diverse clients and enhance your technical expertise.
The predicted salary is between 36000 - 60000 £ per year.
SoftwareOne is a leading global software and cloud solutions provider that is redefining how organizations build, buy, and manage everything in the cloud. By helping clients to migrate and modernize their workloads and applications – and in parallel, to navigate and optimize the resulting software and cloud changes – SoftwareOne unlocks the value of technology.
The role is remote and provides mentoring and deep level technical and operational support at a Tier 2 level. Responsibilities include:
- Coaching and supporting less experienced members of the team
- Managing, triaging and investigating deep level technical issues to resolution
- Assisting leads, head of support and escalation manager in gathering reporting information
- Managing client and partner escalations
- Working with Engineering to understand issues reported and expedite solutions
- Supporting the regular triage of open issues with Engineering
- Reviewing and approving bugs and issues raised to Tier 3 / 4
- Running client and partner calls
- Conducting brainstorming sessions with the team and creating summary reports and action plans
- Owning problems to resolution, while assisting our Lead Engineer and Escalation Manager for high impact problems
What we need to see from you:
- 4+ years experience in 2nd or 3rd level support for web-based applications
- You live in the EU/UK and have a right to work/do not need Visa sponsorship
- Deep-level knowledge of web platforms/SAAS
- Demonstrable experience working with APIs
- Ability to independently and creatively analyse problems and find adequate solutions
- Great communication and English skills are required
- Presentation creation and delivery
- Customer facing document creation and review
- Conflict resolution
- Familiarity/knowledge with ITIL terminology/ITIL framework
- Demonstrable experience working with ALM tools such as JIRA, Azure DevOps and a high level of exposure to confluence would be a significant advantage
- Experience using an ERP system is an advantage
- Reporting experience from ticketing/service delivery tools required
- Experience with network or console logs is required
- Experience with ServiceNow is an advantage but deep level knowledge of ticketing systems and workflows is a requirement
Product Support Engineer employer: Rein-Ton
Contact Detail:
Rein-Ton Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Product Support Engineer
✨Tip Number 1
Familiarise yourself with the specific technologies and tools mentioned in the job description, such as JIRA, Azure DevOps, and ServiceNow. Having hands-on experience or even a solid understanding of these platforms will give you an edge during interviews.
✨Tip Number 2
Brush up on your problem-solving skills, especially in relation to web-based applications and APIs. Be prepared to discuss past experiences where you've successfully resolved technical issues, as this will demonstrate your capability to handle the responsibilities of the role.
✨Tip Number 3
Practice your communication skills, particularly in explaining complex technical concepts in simple terms. Since the role involves client interactions and mentoring, showcasing your ability to communicate effectively will be crucial.
✨Tip Number 4
Research SoftwareOne's culture and values to align your responses during interviews. Understanding their approach to cloud solutions and customer support can help you tailor your answers and show that you're a good fit for their team.
We think you need these skills to ace Product Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in 2nd or 3rd level support for web-based applications. Emphasise your familiarity with APIs, ITIL terminology, and any relevant tools like JIRA or Azure DevOps.
Craft a Strong Cover Letter: In your cover letter, explain why you are interested in the Product Support Engineer role at SoftwareOne. Mention specific experiences that demonstrate your problem-solving skills and ability to work independently.
Showcase Communication Skills: Since great communication is essential for this role, provide examples in your application of how you've effectively communicated with clients or team members, especially in conflict resolution scenarios.
Highlight Relevant Experience: Detail your experience with ticketing systems and workflows, as well as any reporting experience from service delivery tools. This will show that you have the necessary background to handle the responsibilities of the role.
How to prepare for a job interview at Rein-Ton
✨Showcase Your Technical Expertise
As a Product Support Engineer, you'll need to demonstrate your deep-level knowledge of web platforms and SaaS. Be prepared to discuss specific technical challenges you've faced in previous roles and how you resolved them, especially those involving APIs and ticketing systems.
✨Communicate Clearly and Effectively
Great communication skills are essential for this role. Practice explaining complex technical concepts in simple terms, as you may need to interact with clients and less experienced team members. Consider preparing examples of how you've successfully communicated solutions in the past.
✨Familiarise Yourself with ITIL Framework
Understanding ITIL terminology and frameworks is crucial for managing escalations and support processes. Brush up on key ITIL concepts and be ready to discuss how you've applied them in your previous roles, particularly in relation to service delivery and problem management.
✨Prepare for Problem-Solving Scenarios
Expect to face hypothetical scenarios during the interview that test your analytical and problem-solving skills. Think about past experiences where you had to independently analyse issues and come up with creative solutions, and be ready to share these examples.
