Application Support Engineer (UK-Backshift)
Description
About us
We’re an award-winning enterprise software scale-up with high ambitions for growth. We recently won the ScotlandIS Digital Tech Scale-up Business of the Year award and have previously been recognised as Scotland’s fastest-growing tech company in the Deloitte Technology Fast 50 for three consecutive years.
Dayshape is an advanced resource management solution, incorporating AI and intelligent automation to help professional services firms optimise their workforce like never before. It’s built to handle large, complex, and ever-changing requirements with ease.
Our customers include accountancy firms from the Big Four and global top 10, and Dayshape is used in more than 15 countries across four continents. Our target customers are global firms, international networks, and large nationwide or regional organisations, if they are big enough to have the challenges that Dayshape can solve.
As a company, we live our values every day, and we are committed to making sure our friendly and inclusive environment grows with us.
Why we’re hiring
Despite being a small company, our customers include some of the world’s largest professional services firms and we’re now supporting customers across multiple time zones. We’re looking for a new person to join the team on the late shift (see working details below) to support the growing customer base in North America.
Our customers each have thousands of users, who are looked after by their own internal support teams for 1st line issues. However, the more complex stuff comes to us, and that's where you come in.
What you’ll do
Review support tickets (including reviewing logs) and prepare them for software engineers to fix, when needed
Manage tickets in Freshdesk, raising comprehensive JIRA tickets to engage engineers
Resolve tickets directly when no code changes are required
Triage tickets based on various internal and external priorities
Contribute towards the creation of support docs, including user guides, videos, and other self-help resources for customers
Be an expert user of our product, able to answer all questions from customers and colleagues
Use bug report data to help the company continuously improve testing and product quality
Help to ensure support is the go-to team for anything product-related
Provide customer feedback to the product team and contribute towards shaping the product roadmap
Continuously review our processes to identify opportunities for improvement
Manage the deployment infrastructure for internal environments in Azure and be responsible for shipping releases out to customers
About you
Demonstrable experience in application support for external customers as a L2 or L3 support engineer. You must be able to translate technical back into the customer’s language without following a well-defined script
Experience supporting customers in an enterprise environment, building long-term relationships with key contacts
Keen to be hands-on and actively involved in issue resolution
Passionate about technology and delighting customers
A technological generalist - able to turn your hand to just about anything
Excellent communication skills, both with customers and internal technical teams
Comfortable challenging and raising issues at any level
Analytical and methodical approach to solving problems
Knowledge of SQL - able to write and run scripts
Experience working with software integrations - ideally using Azure Data Factory.
We host our customers within Microsoft Azure, so knowledge of this cloud provider is key
Bonus points if you have
Our software uses technology such as Vue, Json, .net - experience working with or an understanding of one or more of these is an advantage.
An Azure certification
Experience in a startup (or similar) environment where you’ve developed and implemented new processes from scratch
An understanding of how large professional services firms operate (we work with global enterprise customers such as PwC, Deloitte and Grant Thornton)
We use Microsoft including Teams, Office etc and Slack for communication. Knowledge of these tools is an advantage.
What you’ll get
Starting salary £35,000
15% uplift on base salary for hours scheduled between 7:00 PM and 7:00 AM.
At least £1,000 per year to spend on professional and personal development
33 days' holiday per year (including bank holidays), increasing by 1 day each year to a maximum of 40 days
Paid four week sabbatical in your fifth anniversary year on top of your holiday entitlement
Private healthcare and rewards through Vitality
Income protection and death in service cover
Matched 5% auto-enrolment workplace pension scheme
Access to wellbeing offerings, such as our Employee Assistance Programme and a dedicated counselling service
Innovation Week twice a year - a chance to experiment and work off-project
Weekly All Hands meeting for inspiration and over-communication
Time out of the working week for team socials each month, with a mix of in-person and virtual options: past events include hiking, family BBQs, online games, D&D, and at-home cocktail classes!
Genuinely nice, smart people to work with, who are excited about growing our company
Working Details
This is a full-time role (37.5 hours per week), typically working from 2:00pm-10:30pm from Monday to Friday. During onboarding (first 1-2 months) the work hours will be 12:00pm - 8:30pm.
We cover support for customers around the world, so some shift work may be required as needed, but this would be an exception rather than a common occurrence
We’re ideally looking for someone in/around Edinburgh, though we’re open to somebody working remotely in the UK, with occasional travel to our Edinburgh office for team days and collaborating with your colleagues. We're making the most of hybrid working, so you won't need to come into the office everyday (unless you want to!). We find that most of the team enjoy working from home 2-3 days a week, and come into our office to connect with each other, make use of space, and for meetings.
Join the team!
Equality of opportunity is more than just a responsibility: we believe it’s a huge advantage to welcome a variety of experiences and perspectives into the team. Diversity is a great asset and, as such, we strongly encourage applications from any background.
This is your opportunity to really influence how we get things done, and how our product helps our customers improve their working lives. We're doing well, but there's lots more to do in order to maintain the high bar and pace that we've set.
Everyone here is growing personally as the company grows, so if that sounds like something you’d like to be part of, we’d love to see your application.
*Please note the successful candidate for this role will be subject to background checks and will have an opportunity to declare anything to us beforehand*