L3 Analyst

Klipboard Newcastle Upon Tyne, England, United Kingdom

At Klipboard, we've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work.

Klipboard provides specialist software, services, and support to deliver fully integrated trading and business management solutions to companies in the distributive trade – wherever they are in the world. With a unique depth of knowledge and experience in ERP/SaaS solutions, Klipboard has a wide range of clients, including wholesalers, distributors, merchants, and retailers from small traders to multinational enterprises. Klipboard has offices in the UK, Ireland, The Netherlands, South Africa, Kenya, and North America.

We’re looking for a skilled and pragmatic L3 Software Support Engineer to join our global R&D group. Your primary mission is to investigate and triage complex customer-reported issues before they are routed to the core engineering workstream. You'll act as a first line of technical defence for our developers, ensuring only genuine software defects get raised for engineering effort.

This role requires a deep understanding of our application stack, the ability to distinguish between software bugs and configuration/setup issues, and the confidence to work closely with support and engineering teams. Your work protects engineering capacity, reduces false positives, and improves the quality of inputs into the development cycle.

• Hybrid working pattern (3 office / 2 home)
• Collaboration with Support, QA, and Development
• Emphasis on well-being and health & safety

• Triage complex customer issues with a structured, investigative approach
• Analyse logs, database queries, and configurations to determine root causes
• Identify whether issues are bugs, user/configuration errors, or expected behaviour
• Provide clear, technical explanations and documentation for internal tracking
• Collaborate with Product and Support to ensure consistent customer messaging
• Reduce noise for developers by filtering out invalid bugs
• Reproduce and document verified defects clearly for developer intake
• Contribute to knowledge base articles and reusable diagnostic guides

• Understanding of the ERPOne application and its architectural components
• Exposure to KCML (our proprietary configuration language) or a willingness to learn
• Familiarity with DeJavu or similar test automation frameworks

• A structured thinker with attention to detail
• Experience troubleshooting production systems
• Strong root cause analysis skills
• Comfortable creating or modifying automated tests in DeJavu to confirm defects or validate fixes

• Excellent communicator, both written and verbal
• Capable of translating technical findings into clear actions or non-issues
• Works well under ambiguity, quickly assessing unknowns

• Prior experience in L3 support or technical escalation teams
• Background in QA, support engineering, or consulting
• Knowledge of enterprise configuration practices

As a global company, we value and respect the diversity of our workforce, aiming to empower everyone to embrace each other's differences. We are committed to creating an inclusive workplace where diversity, equity, and inclusion are integral to our company and culture.

If you require any help, adjustments and/or support during the interview and offer process, then please advise our TA or HR team.

Research shows that women and other underrepresented groups are less likely to apply for a role unless they meet every listed requirement. However, we recognise that skills and experience come in many forms, and we encourage you to apply even if you don’t meet every criterion.