2nd Line Support Engineer

We're looking for a technically minded 2nd Line Support Engineer to join our Operations team. This role is ideal for someone who enjoys problem-solving, digging into data, and understanding how systems work - particularly someone who may want to move into a more technical role in the future.

As part of Operations, you'll be responsible for investigating and triaging issues raised by Customer Success Managers (CSMs) through Salesforce. You'll analyse problems to determine whether they are data-related issues, configuration problems, or genuine product bugs. Where possible, you'll resolve issues directly; where not, you'll clearly document findings and work closely with engineering teams to ensure issues are understood and addressed efficiently.

While most communication will be internal - working closely with CSMs, the release team, and technical teams - there may be occasional contact with customers when additional information is required to fully understand an issue.

What You'll Be Doing

Ticket Triage & Investigation

• Review and triage tickets raised by CSMs in Salesforce
• Investigate issues to determine whether they are data-related problems, configuration issues or product bugs
• Resolve data issues where possible and escalate genuine bugs with clear detail

Technical Analysis & Collaboration

• Write clear, structured reproduction steps and technical notes for engineers
• Collaborate with engineering teams using Jira
• Review fixes once deployed to customer environments before confirming resolution with CSMs

Reporting & Data Analysis (Occasional)

• Occasionally support the creation of customer reports using internal data sources
• Assist with pulling and analysing data using SQL and/or Excel, including more complex spreadsheets when required
• Work with CSMs to clarify reporting requirements and ensure outputs are accurate

Systems & Tools

• Investigate and diagnose issues across Salesforce, MongoDB, SQL databases, Azure hosting environments (e.g. App Services)
• Support and assist with deployments using Octopus Deploy, TeamCity
• Schedule or coordinate updates and deployments where required, working closely with the release team
• Use logic, investigation skills, and pattern recognition rather than predefined scripts

Communication

• Work closely with CSMs to gather context and clarify reported issues
• Occasionally contact customers directly when further information is required
• Communicate findings clearly to both technical and non-technical stakeholders

Do you have experience in Software deployment?, * Strong logical thinking and problem-solving ability

• A curiosity for how systems, data, and applications work
• Ability to investigate issues methodically and document findings clearly
• Good communication skills, particularly when gathering information or explaining issues
• Comfortable working with ticketing systems and collaborating across teams

Nice to Have (but not required)

• Exposure to databases, particularly SQL or document databases
• Some experience or confidence working with data in Excel, including formulas or multiple data sources
• Familiarity with deployment or CI/CD tools
• Experience using platforms such as Salesforce, Jira, or cloud hosting environments
• An interest in progressing into a more technical role over time

We value mindset and aptitude over specific technical experience - training will be provided on our tools and systems.