Software Technical Support Engineer

Enso Recruitment are delighted to be once again partnered with one of Northern Ireland’s most successful software teams who are currently going through a period of rapid growth, to recruit for the role of Software Technical Support Engineer in Belfast.

As Technical Support Engineer, you will be an integral part of both the customer and development teams, working collaboratively in an agile environment to provide first class customer support. You will be the connection between our internal teams and our valued customers, providing insight, technical knowledge, and communication in a professional manner.

The Role

• Create/identify Support SLAs
• Identify Support requirements relating to defined SLAs.
• Become familiar with the operations and deployments of the products.
• Plan and execute on Issue and Support priorities.
• Handle customer Incidents as per the defined processes.
• Design, build, source systems, tools, and processes to meet Support needs.
• Outline and define Support requirements for Delivery and Operations
• Work with agile development processes and take ownership for aspects of Support requirements by putting appropriate methods and tools in place.
• Troubleshoot configuration, environmental and software issues and help identify solutions to restore customer service.
• Work with our support tools in helping triage and address issues raised
• Advocate for additional tooling or processes with a view to optimisation and improvement.

The Skills

• Degree level education in a relevant discipline or equivalent experience
• 4+ years’ experience in a support or development environment involving significant DevOps and/or Support responsibilities
• Experienced in at least one of the main cloud technologies – AWS, Azure, RedHat, GCP, IBM Cloud
• Experience of building and implementing CI/CD pipelines
• Strong working knowledge of Linux
• Experience using Jira Service Management (JSM) to manage incidents, requests, and change processes
• Previous experience of Support tools and Service Desks
• An understanding or experience of high availability, business continuity and disaster recovery solutions in the cloud

The Package

• Share options
• Pension
• Private Medical Insurance
• Free Car Parking

To find out more about this opportunity, submit your CV below, or reach out to a member of the Enso Recruitment team today!