Application Support Engineer

About the role

The successful candidate will be responsible for managing tier 2 support cases and troubleshooting complex issues across all of Learning Pool’s products and solutions within the application support team. You will triage and resolve these issues by deep diving into our applications and platform backend while working closely with our Development, Cloud Infrastructure and Support teams.

Roles and responsibilities include:

• Provide multi‑level troubleshooting and technical support to clients to resolve product and hosting issues with speed and accuracy.
• Responsible for fault reproduction and troubleshooting, root cause analysis, bug tracking and issue resolution.
• Work closely with Customer Support, Development, and Infrastructure to improve the resolution time and quality of our responses.
• Deliver a positive experience by proactively tracking all tier 2 cases through the case lifecycle and ensuring clear communication between all stakeholders.
• Share and improve knowledge across all support tiers by creating technical documentation and giving internal demos.
• Support the automation first and continuous improvement strategy of the team and related duties as required.

The successful candidate will demonstrate:

• Case management experience:
  You will have experience of effectively managing issues via a ticketing/case management system (such as JIRA or similar) to ensure regular communications between teams and that agreed resolution times are achieved.
• Technical competency:
  You will be able to demonstrate familiarity with web‑related technologies, such as HTML, CSS, JavaScript, CDN, DNS.
• Service Orientation:
  You will be focused on delivering an exceptional customer experience.
• Critical thinking:
  You will have excellent analytical and problem‑solving skills.
• Communications:
  You have the ability to communicate to a high standard using multiple mediums (oral, written and interpersonal communication) with a knack for communicating technical information in a way that is clear and understandable to a non‑technical audience.
• Organisational:
  You will have strong organisational and time management skills.
• Adaptability:
  You will have an interest in technology and the ability to learn and master new technology quickly.
• Building relationships:
  You will have the ability to work in a collaborative and supportive environment across the wider team.

Although not essential, it would be advantageous if you can demonstrate in the following:

• Experience with Confluence, JIRA, and Git.
• Experience writing SQL and NOSQL queries.
• Proficient with multiple computer operating systems – UNIX/Linux and Windows.
• A third level qualification in Computer Science, Information Technology or a related field.