Software Support Engineer

Job Title: Software Support Engineer

Hybrid Initially moving to mostly remote after 2 months

Warrington

£25,000- £35,0000

A SaaS business based in Warrington with a global reach are looking for a graduate / junior IT operations analyst to work a hybrid role that brings together operations, development and support.

This role would suit a bright graduate who can communicate well and is technically minded. Ideally you'll either come from a tech support of software development background.

Why They Are Hiring:

The client's platforms have reached a level of maturity that has attracted a broader customer base, including larger clients. As a result, they are seeking to professionalise their operations-to-development process.

Current Setup:

Currently, the client's operations team comprises two representatives, who possess a deep understanding of the platforms and the customers' operational processes. As the business scales they now need someone who has a deeper understanding of their code base and can not only triage faults but also make some minor fixes themselves meaning the software engineering team are free to develop larger scale projects.

About you

• They are seeking an individual to bridge the gap between operations and development, primarily serving as second-level support.
• The ideal candidate will possess greater technical proficiency than first-line support but may not necessarily be (or want to be) a full-stack developer.
• Strong technical problem-solving and diagnostic skills are essential.
• The candidate should be capable of analyzing system logs, investigating console errors in the browser, and identifying the root cause of issues.
• If feasible, the candidate should be able to resolve issues independently, deploying fixes into a release candidate for sign-off, accompanied by test conditions detailing the problem, the resolution, and the outcome.
• In cases where resolution is not feasible, the candidate should triage the request, thoroughly investigate the issue, and raise necessary tickets with clear technical explanations and test conditions.
• The candidate is expected to develop automated testing processes and maintain a library of automated tests for all appropriate releases and ongoing testing efforts.
• Participation in the technical scoping of new features is required, with a focus on determining pass/fail scenarios for testing and developing automated test routines for new features.

Qualifications:

• Bachelor's degree in Computer Science, Engineering, or related field preferred.
• Proven experience in technical support roles, preferably in a software development environment.
• Strong understanding of web technologies, including but not limited to HTML, CSS, JavaScript, and familiarity with debugging tools.
• Proficiency in system troubleshooting and log analysis.
• Experience with test automation tools and frameworks.
• Excellent communication skills, with the ability to convey technical concepts to both technical and non-technical stakeholders.
• Strong analytical and problem-solving abilities.

Benefits

• Initially Hybrid working leading into mostly remote (1-2 days in the office per month) after initial onboarding period.
• £25,000 - £35,000 DOE
• Hight level of training and mentoring from CTO
• Budget for training and development

If you are a recent graduate or have experience previously in software support please apply with an up to date CV.