SD Worx drives excellence through innovation, expertise, and a customer-first approach. As a leading European provider of Payroll & HR services, we support companies of all sizes with solutions that transform Human Resources into a source of business value.
We pay 20% of corporate Ireland and serve global clients across industries. With a strong presence in Ireland for over 28 years, we provide best-in-class payroll software and services, trusted by the Big 4 and major payroll processors.
About SD Worx
We live diversity in the workplace. Diversity provides inspiration and innovation in our company. We particularly welcome applications from qualified talent, regardless of origin, nationality, gender, skin color, ethnic and social background, religion, age, disability, sexual orientation, and stage of life.
About the Role
The Senior Support Engineer is a high-level technical expert responsible for handling advanced customer issues, driving service improvements, and mentoring junior team members.
Key Responsibilities
* Act as a subject matter expert (SME) in SD Worx payroll/HR software, handling complex customer queries that require deep technical investigation.
* Own and drive the resolution of high-priority technical issues, collaborating with internal engineering, product development, and infrastructure teams as needed.
* Conduct in-depth troubleshooting, leveraging SQL, API calls, and system logs to diagnose and resolve software defects or misconfigurations.
* Ensure root cause analysis (RCA) is performed and documented for recurring issues, reducing future support cases.
* Continuously identify and implement process improvements to enhance the efficiency of the support function.
Customer Engagement & Issue Resolution
* Provide technical support on SD Worx suite of payroll/HR products via voice and email.
* Ensure 100% customer satisfaction on calls and emails.
* Own the calls from start to completion - even when support from other colleagues is required.
* Serve as an escalation point for complex customer cases, ensuring timely and professional resolution.
* Provide consultative support to customers, helping them optimize their use of SD Worx solutions.
* Lead technical discussions with enterprise clients, ensuring clear communication of resolutions, workarounds, and long-term solutions.
* Partner with account management and implementation teams to ensure smooth customer transitions and knowledge sharing.
Mentorship & Leadership
* Provide technical coaching and mentoring to junior and mid-level support engineers, fostering knowledge growth within the team.
* Conduct training sessions and workshops to improve team technical capabilities in SQL, troubleshooting methodologies, and advanced product functionality.
* Collaborate with the Customer Support Manager to define best practices, support policies, and training programs.
Process Improvement & Innovation
* Identify trends in customer issues and work with Product and Engineering teams to drive systemic fixes.
* Contribute to the development of support automation tools, such as self-service knowledge bases and diagnostic utilities.
* Assist in defining SLAs, KPIs, and operational improvements for the support team, ensuring continuous enhancement in service delivery.
What We Offer
Experience & Qualifications
* 5+ years in a technical support or application support role, preferably in payroll, HR, or financial software.
* Strong expertise in Microsoft SQL Server – ability to write queries, analyze data, and troubleshoot database-related issues.
* Experience working with APIs, integrations, or system connectivity troubleshooting.
* Background in payroll/HR software or financial applications is highly desirable.
* Bachelor's degree in Computer Science, Information Technology, Business, or a related field (or equivalent work experience).
Technical & Soft Skills
* Problem-Solving: Strong analytical skills to troubleshoot and resolve complex software issues.
* Customer-Focused: Ability to translate technical solutions into non-technical terms for customers.
* Communication: Excellent verbal and written communication skills, capable of engaging with both technical and non-technical audiences.
* Team Leadership: Proven experience mentoring junior engineers and leading technical training initiatives.
* Process Improvement: Ability to identify inefficiencies in support workflows and propose enhancements.