L3 Application Support Engineer - Remote (to GMT +2) / Dublin
About Phorest
Phorest Salon Software powers over 11,000 hair and beauty salons in Ireland, UK, Germany, Australia, Finland, USA, Canada, UAE and Netherlands and the platform processes 7 million appointments a month for hair and beauty consumers. Phorest is the number 1 salon software brand for premium independent salons in those markets and our next goal is to become a platform upon which other companies can build applications for premium salons.
The Opportunity
You will join the Payments product group and work with our engineers and product managers to be the voice of the customer and ensure we are aware of, and fixing their pain points. On your journey, you will become a subject matter expert in Checkout and Payment areas, making sure we can always take payments from the end clients, pay the money out to the salons, or refund it if needed. We’re already processing money in the billions (!), so this is a position with a lot of impact.
What You’ll Do
* Deliver a high standard of technical customer service and build strong customer relationships
* Production issue troubleshooting, resolution, and root cause analysis using advanced production monitoring tools
* Be part of a team of software engineers, attending daily stand‑ups, and planning sessions
* Investigate uncaptured payments to ensure all funds are correctly captured
* Escalate appropriate issues to the Product and Development teams
* Create and maintain concise and clear knowledge articles
* Show curiosity and willingness to learn the technical details behind our systems, dive deep with engineers, and build sufficient technical knowledge to act as a strong shield for the team
Who You Are
* Application support experience for high traffic web / cloud‑based systems, or QA or software engineering experience
* Experience with relational databases (e.g., MySQL, Oracle)
* Experience working with REST API (JSON)
* Ability to read and analyze application and/or database logs and use observability tools to spot issues
* Strong judgment to determine appropriate solutions to complex customer technical issues
* Effective collaboration with cross‑disciplinary teams
* Adaptability to changing priorities and customer needs
* Growth mindset – willingness to hone and develop your skills
* Basic understanding of fundamentals of programming
Desirable Skills
* Knowledge of card payment processing fundamentals
* Technical knowledge or experience with e‑commerce and checkout processing
* Experience with SAAS logging or reporting platforms
* Experience working with applications deployed on AWS infrastructure
* Working knowledge of Java
* Working knowledge of front‑end technologies (HTML, JavaScript, Ember, React Native)
Benefits
* Private healthcare and employee assistance program
* Wellness Days, bike to work scheme, tax‑saver transport tickets
* Competitive compensation, employee share purchase scheme, pension, life assurance, income protection
* Flexi‑time, working from home, remote work options
* Enhanced maternity and paternity benefits, 2 weeks leave for fertility treatment, pregnancy loss and menopause
* Learning opportunities, online resources, LinkedIn Learning access
* 3 moving days for house relocation
Phorest is an equal opportunity employer. For this position, flexi‑time and working from home is possible. We are also open to remote work. Get in touch to ask for more information or to chat about your future with Phorest!
Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalised folks tend to only apply when they check every box. So if you think you have what it takes, but don’t necessarily meet every single point on the job description, please still get in touch. We’d love to have a chat and see if you could be a great fit.
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