Job Description: This role is hybrid onsite 3 days per week.
The opportunity The Software Support Engineer II is responsible for delivery of technical support of our product to our new and existing customers.
You will learn how to configure and deploy our product to suit each customer's needs and you will be responsible for ensuring that elements of the product suite are configured flawlessly.
You will be involved in troubleshooting and resolving customer incidents in production, test, UAT and demo environments.
You are driven to constantly seek out improvements, collaborate across teams.
What we can offer you You will work with the Customer Success and Customer Service organizations to resolve customer reported incidents You will review and implement client requests for custom technical configuration, enhancing our product offering for our customers You will Partner and collaborate with internal teams (Development, Systems, DevOps, and DBAs) to resolve issues related to software applications running in the SaaS platform You will accurately document solutions and create knowledge base articles to help customers and internal teams resolve issues fast You will have the opportunity in working to reduce repeat issues by collaborating with those who need to provide full solutions through to implementation You will work on tasks requiring considerable judgement and initiative, will develop strong collaborative relationships and networks within and outside own for work/projects Note: There is a requirement for on call work (Weekends and Bank Holidays) every 8 weeks (approximately).
There is also a requirement to cover Extended Support (2-10pm M-F).
This shift takes place every 5 weeks (approximately).
The skills you will bring: You have 3+ years' experience in the IT industry and software support You have strong SQL Skills with the ability to write SQL queries to troubleshoot complex issues, good understanding of Online Services, Internet-Based systems, and SaaS applications Exposure to Java, HTML and CSS, or a strong ability and willingness to learn these technologies as needed.
You have demonstrated attention to detail as well as ability to take initiative and follow through on commitments made to customers/internal teams You like to collaborate openly with the team on shared items of work and communicate well in a team-oriented environment across locations You can communicate clearly with customers and internal teams (both technical and nontechnical audiences) and can manage multiple incidents simultaneously and prioritise in line with defined SLAs Achievements: You will have been involved in process improvements You will have been involved in contributing articles to a team's knowledge base Benefits: 25 days annual leave, increasing with years of service Company plan VHI Health Care