Support Engineer (offline)

We are looking for a Support Engineer for the team that provides support of the applications used by both internal and external users. E-commerce platform for one of the largest builders’ merchants in the UK. Our client is taking on the complete redevelopment of the existing legacy platform with the focus on UX and Responsive Web Design and Microservice Platform. It is aiming to remove vendor locking and fully leverage on the latest Open Source technical stack delivering the E-commerce platform of the future.

Your Responsibilities
- Provide excellent customer service through tickets tracking system,
e-mails and chat in a timely and accurate manner
- Taking ownership and responsibility of all applications that are developed
- Participating in crisis situations for supported applications working with IT teams, which may involve complex technical hardware or software problems
- Work with internal and 3rd party vendors to resolve the incidents
- Monitor the applications’ health and react on alerts to resolve the issues
- Working in the UK business hours rota 2nd line team
- Develop and maintain in-depth product knowledge
- Following team processes and procedures to ensure SLA are met


Required Skills, Qualifications and Experience
- Previous experience of supporting business applications at least 1-2 years
- At least Upper-Intermediate, Advanced level of speaking and writing English skills
- Sound decision-making skills
- Knowledge and experience of dealing with escalation routes when problems arise
- Strong analytical skills
- Strong experience working in support environments
- Excellent communication and presentation skills at all levels of the business
- Familiar and confident with any log management system
- Experience working in Jira and Confluence


Will be a plus
- Kibana
- GraphQL
- Experience in e-Commerce
- Microservice architecture
- Service Now


We offer
- Competitive compensation depending on experience and skills
- Individual training programs
- 40 hours/week flexible working schedule
- Friendly and supportive company environment