Technical Support Engineer

• Create/identify Support SLAs
• Identify Support requirements relating to defined SLAs
• Become familiar with the operations and deployments of the products
• Plan and execute on Issue and Support priorities
• Handle customer incidents as per the defined 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
• Work with our support tools in helping triage and address issues raised
• Advocate for additional tooling or processes with a view to optimisation and improvement

Technologies:

• AWS
• Azure
• CI/CD
• Cloud
• DevOps
• GCP
• IBM
• Support
• JIRA
• Linux

• Degree level education in a relevant discipline or equivalent experience
• 4+ years experience in a support or development environment involving significant DevOps and/or Support responsibilities
• Experienced in at least one of the main cloud technologies (AWS, Azure, RedHat, GCP, IBM Cloud)
• Experience of building and implementing CI/CD pipelines
• Strong working knowledge of Linux
• Experience using Jira Service Management (JSM) to manage incidents, requests, and change processes
• Previous experience of Support tools and Service Desks
• An understanding or experience of high availability, business continuity and disaster recovery solutions in the cloud

We, at Enso Recruitment, are excited to partner with one of Northern Irelands most successful software teams during this period of rapid growth. We are looking for a Technical Support Engineer who will play a vital role in bridging our customer and development teams, ensuring first-class customer support in an agile environment. We offer a competitive salary, share options, a pension plan, private medical insurance, and free car parking. Join our dynamic team and be part of our continued success!