Support Engineer
About the role
The Support Engineer role involves taking ownership of customer issues from initial contact through to resolution for SaaS products, acting as the first point of contact (L1 Support). Responsibilities include managing support requests via multiple channels, investigating and resolving issues, escalating when necessary, and maintaining proactive communication with customers. The position requires strong analytical and problem-solving skills, coordination with internal teams, and the ability to document and improve support processes. Candidates should have a background in IT or related fields, experience in application support, and excellent communication skills. The company offers a fully remote, international work environment with opportunities for professional growth and development.
Must have
- A degree in IT, Computer Science, Software Engineering or a related field, or an equivalent professional qualification.
- At least 2 years of L1 or L1/L2 application support experience, ideally with SaaS or enterprise software serving international clients.
- A practical grounding in software engineering and the software development life cycle.
- Excellent written and spoken English, with confidence communicating through email, chat and customer calls.
- Strong analytical thinking, problem-solving skills and sound judgement on priorities and escalations.
- Proven customer relationship skills, including managing expectations and handling challenging situations.
- A demonstrated ability to take ownership, manage multiple tickets, follow through on commitments and work effectively under pressure.
Nice to have
- Experience in business analysis, requirements gathering, gap analysis or user acceptance testing.
- Project coordination experience, including tracking actions, deadlines, dependencies or releases.
- Hands-on development, debugging, QA or software testing experience.
- Working knowledge of SQL, application logs, APIs and web applications.
- Experience using Microsoft Dynamics 365, Azure DevOps or Power Automate.
- Familiarity with ITIL incident, problem and change management practices.
- Experience supporting customers in the UK, US or Australia across time zones.
Technologies
- Azure DevOps
- ITIL
- Microsoft Dynamics
- Power Automate
- SaaS
- SDLC
- SQL
- Uat
Highlights
This is a fully remote position with a rotating shift roster, supporting customers in the US, UK, and Australia. Applicants must be willing and able to work across these shifts. To apply, candidates should send their CV to hr@programus.co.uk.
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