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Senior Software Support Engineer

Job title: Senior Software Support Engineer
Location: London
Salary: £70,000 - £90,000
Reference: 18590
Contact name: James Platt
Job published: November 08, 2023

Job description

Senior Software Support Engineer  
Hybrid Working

Harrington Starr has partnered with a leading blockchain software vendor that is creating and deploying sophisticated blockchain applications that are revolutionising the way businesses operate globally. They are looking for a Senior Software Support Engineer to join their team on a permanent basis to help strengthen their support offering to their global client base offering a follow-the-sun model. You will own the client/field issues escalations and resolutions internally on behalf of clients. The primary objective is to provide their clients with a great experience when using/learning their products. You will be interacting daily with the engineering teams and product team to provide support and escalate and support issues.

The role
  • Managing clients complex support issues and providing technical assistance on an ongoing basis
  • Prioritise and resolve client incidents and requests raised by external and internal clients
  • Creating documentation of client issues within the company's FAQs
  • Escalate unresolved issues to appropriate internal teams as part of the follow-the-sun model
  • Working on a support rota and covering any out of hours support for required for clients

What you will need
  • Ability to diagnose and troubleshoot basic technical issues
  • Strong SQL database knowledge
  • Experience in in commercial programming such as Java, Python or Scala
  • Knowledge of Linux or Windows operating systems
  • Support third tools such as (Salesforce, Jira, Confluence, Datadog, Jaeger, Github, etc..)
  • An understanding of Cloud environments such as AWS, GCP and Azure
  • An interest in blockchain and distributed ledger
  • Excellent communication Skills

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