Support Engineer

REPORTING TO: Head of Product Delivery
LOCATION: Belfast/Derry/Hybrid

ABOUT THE ROLE:

This role will involve providing a customer support service for our Waste Water Management Product including  the creation of and adherence to SLAs and ensuring customer success.

RESPONSIBILITIES:

  • Work with the Head of Product Delivery to define Support requirements and framework
  • Create where applicable Support SLAs
  • Identify Support requirements relating to defined SLAs
  • Become familiar with the operations and deployments of the Waste Water product
  • Plan and execute on Issue and Support priorities
  • Contribute to processes for Event, Incident and Service processes
  • Handle customer Events and Incidents as per the relevant processes
  • Design, build, source systems, tools and processes to meet Support needs
  • Outline and define Support requirements for Delivery and Operations
  • Work with agile development processes and take ownership for aspects of Support requirements by putting appropriate methods and tools in place
  • Troubleshoot configuration, environmental and software issues and help identify solutions to restore customer service
  • Automation of processes

ESSENTIAL CRITERIA:

  • Degree level education in a relevant discipline or equivalent experience
  • 12 months experience in an Support role or a developer role involving significant Support considerations
  • Experienced in at least one of the main cloud technologies – AWS, Azure, RedHat, GCP, IBM Cloud
  • Strong working knowledge of Linux
  • Experience of Support tools and Service Desks
  • An understanding or experience of high availability, business continuity and disaster recovery solutions in the cloud
  • Strong communication

DESIRABLE CRITERIA:

  • A recognised DevOps or SysOps certification from e.g. AWS
  • Experience of AWS services and utilisation
  • Experience in deploying serverless functions e.g. AWS Lambda
  • Experience of Agile Scrum, Lean or Kanban using JIRA, or similar agile tracking tools

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