At a Glance
- Tasks: Lead a dynamic support team and deliver top-notch customer service.
- Company: Join a successful software company making waves in various sectors.
- Benefits: Competitive salary, pension, healthcare, and opportunities for personal growth.
- Other info: Exciting chance to shape the future of support processes and cross-training.
- Why this job: Make a real impact while developing your technical skills in a supportive environment.
- Qualifications: Experience in application support, SQL knowledge, and strong problem-solving skills.
The predicted salary is between 45000 - 45000 £ per year.
Are you a talented Application Support Lead who can co-ordinate and motivate the team, has a passion and desire for customer service and to excel in their role? The Application Support Lead / Senior Support Engineer will be responsible for providing technical solutions and advice for the software products provided by the business. The role is instrumental in working with the support teams and delivering improvements in customer support and experience.
This is an exciting time to be part of a growing company where you will be able to make a difference and realise personal development.
The Support Lead Engineer role will be office based in the Midlands office, working closely with a team of technical application support engineers (1st, 2nd and 3rd line) based at 2 locations who are involved in supporting customers using the company’s software, building a strong technical awareness of the full technical skillset. As Support Lead Engineer, you will be responsible for ensuring the team performs to the highest levels and SLA commitments are met with exceptional customer service, and be a conduit between support and development.
You will need to have strong communication skills, both written and verbal, and the ability to take ownership of incidents, whilst ensuring issues are being prioritised and resolved effectively. This role reports directly to the Support and Operations Manager and will need some technical understanding, in particular capability with SQL – to write SQL scripts and queries, and an understanding of programming.
Key Responsibilities:
- Reviewing technical support requirements between Support and Development / Implementation teams, with a view to create efficient support solutions.
- Be focal point for support team, ensuring high standards are consistently preserved, recognising strengths and weaknesses and acting on them.
- Some mentoring of support team to analyse and implement suitable solutions.
- Be focal point for customer escalations.
- Working in an integrated environment across multiple technologies.
- Build a knowledge base across the business, ensure documentation of the configuration process of the software products, to help with further project implementation.
- Some technical knowledge of SQL - basic scripting, writing SQL statements, understanding SQL Server and Programming.
- Ability to highlight and implement service improvements.
- Make sure team follow best practice and internal processes.
- Understanding of ITIL and implement some of the procedures into the team.
Essential Skills:
- Proven track record in delivering an excellent service to customers and key stakeholders.
- Experience in Application Support and using SQL.
- Good understanding of Programming.
- Excellent problem-solving skills with the ability to identify root cause and implement controlled changes.
- Must be able to demonstrate technical ability at all support levels and the links into Implementation and Development.
- Excellent time management skills with the ability to manage conflicting priorities.
- SQL knowledge - ability to create SQL scripts and queries, T-SQL, MS & Windows Infrastructure, Databases and File Structures.
Benefits (Negotiable):
- Basic salary of up to £45k on offer.
- Pension.
- Healthcare.
If you are keen to join a progressive company, who are moving to a new phase of support within their environment, bringing in new processes, structure and cross training for support engineers and help the company on this journey, please apply. You will be given the opportunity to learn and progress within their environment.
Support Lead Engineer / Senior Support Engineer in Sutton Coldfield employer: Langland Consultants
Join a dynamic and growing company in the Midlands, where your role as a Support Lead Engineer will not only allow you to lead a talented team but also contribute to enhancing customer experiences through innovative software solutions. With a strong focus on personal development, excellent benefits including a competitive salary, pension, and healthcare, and a collaborative work culture that values continuous improvement, this is an exceptional opportunity for those looking to make a meaningful impact in their careers.
StudySmarter Expert Advice🤫
We think this is how you could land Support Lead Engineer / Senior Support Engineer in Sutton Coldfield
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend meetups, and engage on platforms like LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to application support. Think about how you can showcase your SQL skills and problem-solving abilities. We want you to shine!
✨Tip Number 3
Don’t just wait for job postings; be proactive! Research companies you admire and reach out directly. Express your interest in their work and how you could contribute as a Support Lead Engineer.
✨Tip Number 4
Apply through our website for a smoother process. It’s a great way to ensure your application gets the attention it deserves. Plus, we love seeing enthusiastic candidates who are keen to join our team!
We think you need these skills to ace Support Lead Engineer / Senior Support Engineer in Sutton Coldfield
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience with application support, SQL, and customer service. We want to see how your skills align with the role of Support Lead Engineer!
Showcase Your Technical Skills:Don’t forget to mention your technical abilities, especially with SQL and programming. We’re looking for someone who can write scripts and queries, so give us examples of your past work in this area.
Highlight Leadership Experience:As a Support Lead Engineer, you’ll be coordinating a team. Share any previous leadership or mentoring experiences you have, as we want to know how you can motivate and guide others.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Langland Consultants
✨Know Your SQL Inside Out
As a Support Lead Engineer, you'll need to demonstrate your SQL skills. Brush up on writing SQL scripts and queries, and be ready to discuss how you've used SQL in past roles. Prepare examples of how you've solved problems using SQL to show your technical prowess.
✨Showcase Your Leadership Skills
This role requires you to lead a team, so be prepared to talk about your experience in mentoring and motivating others. Think of specific instances where you've improved team performance or resolved conflicts, and be ready to share these stories during the interview.
✨Understand ITIL Principles
Since the job mentions ITIL, make sure you have a solid understanding of its principles. Be ready to discuss how you've implemented ITIL processes in previous roles and how they can improve customer support and service delivery in this new position.
✨Prepare for Customer Scenarios
Customer service is key in this role. Prepare for situational questions about handling escalations or difficult customer interactions. Think about how you would prioritise issues and ensure exceptional service, and be ready to share your approach to problem-solving.
