L3 Analyst

Overview

At Klipboard we have introduced a flexible hybrid work policy, with three days in the office and two days from home. This approach promotes collaboration in the office while providing the convenience of remote work.

Klipboard provides specialist software, services and support to deliver fully integrated trading and business management solutions to companies in the distributive trade worldwide. With deep knowledge and experience in ERP/SaaS solutions, Klipboard serves a wide range of clients from wholesalers, distributors, merchants and retailers, from small traders to multinational enterprises. Klipboard has offices in the UK, Ireland, The Netherlands, South Africa, Kenya and North America.

Role

We’re looking for a skilled and pragmatic L3 Software Support Engineer to join our global R&D group. Your primary mission is to investigate and triage complex customer-reported issues before they are routed to the core engineering workstream. You will act as a first line of technical defence for our developers, ensuring only genuine software defects get raised for engineering effort. This role requires a deep understanding of our application stack, the ability to distinguish between software bugs and configuration/setup issues, and the confidence to work closely with support and engineering teams. Your work protects engineering capacity, reduces false positives, and improves the quality of inputs into the development cycle.

Development Team Culture

• Hybrid working pattern (3 office / 2 home)
• Collaboration with Support, QA, and Development
• Emphasis on well-being and health & safety

Key Responsibilities

• Triage complex customer issues with a structured, investigative approach
• Analyse logs, database queries, and configurations to determine root causes
• Identify whether issues are bugs, user/configuration errors, or expected behaviour
• Provide clear, technical explanations and documentation for internal tracking
• Collaborate with Product and Support to ensure consistent customer messaging
• Reduce noise for developers by filtering out invalid bugs
• Reproduce and document verified defects clearly for developer intake
• Contribute to knowledge base articles and reusable diagnostic guides

Core Technical Skills, Knowledge and Experience

• Understanding of the ERPOne application and its architectural components
• Exposure to KCML (our proprietary configuration language) or a willingness to learn
• Familiarity with DeJavu or similar test automation frameworks

Problem Solving & Investigative Approach

• A structured thinker with attention to detail
• Experience troubleshooting production systems
• Strong root cause analysis skills
• Comfortable creating or modifying automated tests in DeJavu to confirm defects or validate fixes

Collaboration & Communication

• Excellent communicator, both written and verbal
• Capable of translating technical findings into clear actions or non-issues
• Works well under ambiguity, quickly assessing unknowns

Bonus Skills

• Prior experience in L3 support or technical escalation teams
• Background in QA, support engineering, or consulting
• Knowledge of enterprise configuration practices

Company Info

You may also see from our recent posts that we are exciting to begin sharing our new company name – Klipboard. Kerridge Commercial Systems (KCS) is becoming Klipboard, and our new brand is designed to bring together our expertise across distribution, automotive, retail, rental, transport management, manufacturing, and field service management. We have offices worldwide and are looking for talented individuals to join our growing teams. At Klipboard we are entering our next chapter with growth and opportunity.

Equal Opportunities

As a global company, we value and respect the diversity of our workforce, aiming to empower everyone to embrace each other\’s differences. We are committed to creating an inclusive workplace where diversity, equity, and inclusion are integral to our company and culture. We recognise the benefits of a diverse workforce, where creativity and valuing differences enable us all to thrive and sparks innovation.

If you require any help, adjustments and/or support during the interview and offer process then please advise our TA or HR team.

Research shows that women and other underrepresented groups are less likely to apply for a role unless they meet every listed requirement. However, we recognise that skills and experience come in many forms, and we encourage you to apply even if you don’t meet every criterion. If you are passionate about this role and believe you have the right mindset and transferrable skills, we would love to hear from you.

Agency Notice

To all recruitment agencies: Klipboard does not accept agency speculative resumes. We currently accept CVs only from Agencies on our PSL with assigned positions. Please do not forward resumes to our careers site or directly to Klipboard employees as this does not constitute an introduction and Klipboard will not be liable for any candidate ownership or fees related to unsolicited resumes.