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- Tasks: Provide technical support and mentor team members while resolving complex issues.
- Company: Join SoftwareOne, a global leader in software and cloud solutions, transforming how businesses operate.
- Benefits: Enjoy remote work flexibility and the chance to work with a diverse, global team.
- Why this job: Be part of a dynamic culture that values innovation and collaboration in tech.
- Qualifications: 4+ years in web application support, strong problem-solving skills, and great communication.
- Other info: Experience with JIRA, Azure DevOps, and ITIL framework is a plus.
The predicted salary is between 28800 - 42000 £ 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
- 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
About the company: SoftwareONE helps clients govern and manage software estate – be it licensing optimization, procuring effectively, or deploying a cloud-based solution.
Product Support Engineer employer: SoftwareONE
Contact Detail:
SoftwareONE 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 just a solid understanding of these platforms can set you apart 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 complex technical issues, as this will demonstrate your capability for the role.
✨Tip Number 3
Practice your communication skills, particularly in explaining technical concepts to non-technical stakeholders. This is crucial for a Product Support Engineer, so consider role-playing scenarios where you might need to explain a solution to a client or team member.
✨Tip Number 4
Network with current or former employees of SoftwareOne on platforms like LinkedIn. They can provide insights into the company culture and expectations, which can help you tailor your approach during the interview process.
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 4+ years of experience in 2nd or 3rd level support for web-based applications. Emphasise your deep-level knowledge of web platforms and SaaS, as well as your experience with APIs.
Craft a Strong Cover Letter: In your cover letter, explain why you are interested in the Product Support Engineer role at SoftwareOne. Mention your problem-solving skills and how you can contribute to managing client and partner escalations effectively.
Showcase Relevant Skills: Highlight your familiarity with ITIL terminology and frameworks, as well as your experience with ALM tools like JIRA and Azure DevOps. Be sure to mention any experience with ServiceNow or ERP systems, as these are advantageous.
Prepare for Technical Questions: Anticipate technical questions related to web platforms, APIs, and ticketing systems during the interview process. Be ready to discuss specific examples of how you've resolved complex issues in previous roles.
How to prepare for a job interview at SoftwareONE
✨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 communicate with clients or less experienced team members. Consider preparing examples of how you've successfully communicated in past situations.
✨Familiarise Yourself with ITIL Framework
Understanding ITIL terminology and frameworks is crucial for this position. Brush up on key concepts and be ready to discuss how you've applied ITIL principles in your previous work, particularly in relation to service delivery and incident management.
✨Prepare for Problem-Solving Scenarios
Expect to encounter problem-solving scenarios during the interview. Think of examples where you've independently analysed issues and implemented creative solutions. Highlight your experience with tools like JIRA or Azure DevOps to showcase your ability to manage and triage technical problems effectively.
