Provide active user support to internal employees raising issues related to our internal and external facing technology platforms.
Investigate root causes of issues raised by users to immediately troubleshoot the issue yourself or liaise with your Engineering & Product counterparts to fix difficult bugs.
Develop & maintain information about features related to your product area of focus to support the wider Application Support team’s ability to solve user issues.
Upskill the wider Application Support team about feature launches and known issues related to your product area of focus to improve their ability to resolve issues.
Track & synthesize tickets that have arisen related to your product area of focus and report back to the Engineering & Product team on a regular basis to inform feature improvements and user education focuses.

Requirements

Have 1+ years of relevant experience in similar roles (Customer Support Engineer; User Support, emphasis on software support).
Troubleshooter – You love investigating issues and don’t stop until you’ve uncovered the root cause of a tricky problem.
Technically comfortable – You feel at ease with technical concepts / terminology related to software engineering and aren’t afraid to dive into logs, workflows, or system behavior to understand an issue.
Emotionally intelligent – You empathize with users when issues are urgent or frustrating, providing them a comforting experience alongside an effective resolution.
Executor – You effectively manage your time across multiple issues in a fast paced environment and prioritize your work based on issue characteristics and business impact.
Strong written communicator – Your writing clearly communicates information so that it’s easy to understand and derisks misalignment.
Proficiency in Excel, PowerPoint and Word.
Proficiency in SQL is a plus, but not required – it will be used in your day-to-day work.

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

troubleshootingSQLExcelPowerPointWord

Soft Skills

emotional intelligencewritten communicationtime managementproblem-solvinguser empathy