Application support Engineer (SaaS

Location: Manchester, Greater Manchester
Job Type: Permanent
Specialisation: Information Technology
Salary: Negotiable
Reference: BBBH2315_1637253303
Contact: Connor Flannigan
Email: email Connor
About this Company

This company is a pioneering investor communications platform. Our unique and cutting edge solution connects listed companies with their shareholders via their intermediaries in real-time. This creates a more efficient, accurate and transparent solution for the industry.
This company is here to change the investor communications landscape. Our mission is to make proxy voting and other asset servicing processes easier and more efficient. Our purpose is to solve complex problems for our customers and through our connectivity and technology capabilities, to add value throughout the investor ecosystem.
We are a fast-growth start up and have already gone from 10 - 100+ employees in the last 15 months. We are backed by some of the biggest names in the industry and have extensive growth plans in place for the next 12 months and beyond.

Role:

We are looking for a passionate and experienced technologist to join our global team which delivers exceptional support to our wide range of global customers.
As a Support Engineer you will drive production incidents from identification to resolution, working in close collaboration with R&D, Product, Operations and Customer Success teams.
The right candidate should have solid technical expertise, be a natural problem-solver and a strong communicator with a proven ability to understand complex business processes and SaaS products.

Responsibilities:
*Responsible for providing technical product support to this companies internal and external users.
*Take end-to-end ownership of technical product issues, including troubleshooting, identification of root cause, and issue resolution and communication.
*Manage technical escalations to the appropriate teams, ensuring timely response and resolution in accordance with SLAs.
*Actively monitor, diagnose, and triage issues. Liaise closely with the R&D team to ensure effective handling towards successful resolution.
*Provide timely responses to internal and external technical client inquiries.
*Rotate On-Call duty with other staff members.
*Ability to follow and improve Incident Managements processed and procedures.
*Build internal knowledge base and documentation and perform knowledge-sharing with other team members.
Requirements
*5+ years of experience with technical product-related support/dev/account management, preferably in global B2B-focused SaaS.
*Passion for solving customer issues in a fast-paced environment.
*Strong problem solving and analytical skills.
*High proficiency in SQL and RDBMS.
*Excellent written and verbal communication skills in English. Ability to effectively communicate to all levels and stakeholders - internally and externally on complex technical issues.
*Ability to influence others and work effectively across departments in the organization.
*Experience with modern monitoring and logging technologies - advantage
*Bachelor's degree in a relevant technical discipline - advantage
*Experience with the AWS ecosystem - advantage.
*Experience working in the fintech industry - advantage.
Benefits
*A competitive salary
*An exciting, fast-growth start up environment with excellent career growth opportunities
*Private health insurance
*25 days holiday
*Yoga every Tuesday
*Subsidised Headspace subscription
*Flexibility to work from home post Covid-19
*WeWork offices - unlimited free coffee and beer post 5pm!