Application Support Engineer

Overview

About Us

Orderly is a growing SaaS business helping organisations manage complex operational and compliance challenges through technology. We work closely with customers, often in high-impact environments, and pride ourselves on being thoughtful problem-solvers who care about getting things right. We are serious about our supply chain technology and the value this can provide on our economy, people and environment — we believe our technology can help people to make a real difference in the world.

Role

We’re now looking for an Application Support Engineer to join our Support Desk and become a key part of how our customers experience Orderly. This is an entry-level role aimed at graduates, career-changers, or apprenticeship graduates. You’ll be joining a small, busy team, so we’re looking for someone who is comfortable taking initiative, learning by doing, and asking good questions. You’ll have access to experienced colleagues and existing runbooks.

As an Application Support Engineer, you’ll be on the frontline of our customer support function, working directly with customers to diagnose, investigate, and resolve issues in our platform. This role is ideal for someone early in their career who:

• Enjoys figuring out why something isn’t working
• Gets satisfaction from closing the loop — you like seeing an issue through from first report to confirmed fix, and learning from it so it doesn’t happen again
• Is curious, methodical, and not afraid to ask questions
• Wants exposure to real customers, real systems, and real impact

You don’t need years of experience — we care far more about your mindset and approach to problem-solving.

What You’ll Be Doing

• Acting as a first point of contact for customers reporting issues or asking for help
• Investigating application issues by reproducing problems, reviewing logs, data, or system behaviour
• Identifying root causes, not just symptoms, and proposing fixes or workarounds
• Escalating more complex technical issues to engineering with clear, well-documented findings
• Communicating clearly with customers, keeping them informed and confident while issues are resolved
• Setting realistic expectations with customers about next steps and timeframes, even when you don’t yet know the full answer
• Representing the customer internally — making sure their context and impact are understood when you escalate issues
• Working closely with Product, Engineering, and Customer teams to improve the platform and support processes
• Contributing to internal documentation and knowledge bases as you learn
• Working comfortably with incomplete information and asking good questions to get to the bottom of a problem
• Spotting patterns in support issues and helping us prevent problems before they occur
• Participating in an out-of-hours support rota, responding to incidents outside of core business hours as part of a shared, planned rotation. You’ll shadow experienced team members first and have clear escalation paths when you need help

What We’re Looking For

Essential:

• A strong interest in technology and how systems work
• Some hands-on experience with SQL (for example, writing basic queries to inspect or filter data)
• Exposure to APIs or web technologies (for example, using tools like Postman or working with JSON)
• Some experience with coding or scripting in any language (for example Python, JavaScript, C#, or similar) — this could be from a degree, bootcamp, personal projects, or an apprenticeship
• A natural problem-solver who enjoys investigating issues, digging into details, and doesn’t give up when the first attempt doesn’t work
• Clear, concise communication — you can explain what’s happening, what you’re doing next, and why, whether you’re talking to a store manager, a non-technical stakeholder, or an engineer
• Empathy and patience — you can stay professional and friendly even when the customer is stressed or frustrated
• Comfortable working in a support environment where priorities can change quickly, and you may need to juggle multiple issues at once
• A calm, thoughtful approach when dealing with customers
• Willingness to learn and take ownership of issues

Nice to Have (but not required)

• A degree in Computer Science, IT, Engineering, or a related field or a completed/near-completed technical apprenticeship
• Some experience with:

• SaaS applications
• Support desks or customer-facing roles
• Ticketing systems (e.g. Jira, Zendesk, Freshdesk)

Location & Work Environment

Our hub is in Derby, but the role is fully remote and flexible. You’ll be part of a collaborative, supportive team with opportunities for growth and development in a fast-moving SaaS business. If you’re excited about working with cutting-edge supply chain technology in a role that blends technical problem-solving with customer success, we’d love to hear from you!

Inclusivity statement

At Orderly, we value diversity, creativity, and continuous learning. We encourage candidates from all backgrounds to apply, even if they don’t meet every listed requirement. We believe in the potential for unique perspectives to drive innovation and success. If you are passionate, have a commitment to growth, and a willingness to learn, we invite you to apply. We are excited to welcome individuals who bring fresh ideas and diverse experiences to contribute to our dynamic team and help us achieve our collective goals.