Why You'll Love This Role
As a 2nd Line Application Support Engineer, you'll be the go‑to expert when customer issues require deeper technical investigation. You'll combine technical curiosity, product knowledge, and strong communication skills to keep our pharmacy customers supported and our technology continuously improving.
This is not just a support role — it's an opportunity to influence product quality, collaborate with engineers, and help shape the future of software used by hundreds of pharmacies across Ireland.
What You'll Do
* Act as the escalation point for complex software issues, providing analysis, workarounds, and solutions
* Troubleshoot high‑level queries and collaborate with 1st line support and software engineering
* Investigate and document potential bugs, giving developers clear, actionable technical detail
* Test new releases before they go live and help maintain software stability
* Update JIRA tasks, manage support tickets (Dynamics 365), and ensure clear resolution tracking
* Support the Product Manager as a subject matter expert when scoping new features
* Contribute to support documentation, process improvements, and quality enhancements
* Provide knowledge‑transfer and training to colleagues as required
* Uphold security standards and ensure safe handling of production systems
About You
You're someone who thrives in a fast‑paced environment, enjoys digging into technical details, and loves helping users get the best from their software. You'll bring:
* Strong troubleshooting skills and a passion for problem‑solving
* Excellent communication and customer‑handling skills
* The ability to manage multiple issues at once and stay calm under pressure
* A hunger to learn new technologies and understand how complex systems fit together
* A positive, solutions‑focused attitude
* Experience with tools like JIRA, Dynamics 365 or similar (advantageous)