Application Support Engineer

We’re looking for a hands-on Application Support Engineer to support and improve the systems behind real-time passenger information, fleet monitoring and service operations. You’ll investigate issues that matter to customers and operators, take ownership through to resolution, and work closely with engineering teams to make our products more reliable.

Our platforms are used around the world to deliver accurate arrival information, manage vehicle fleets and communicate disruption updates to passengers. Built around Vix Horizon, BusNet and the new Beacon cloud platforms, our systems are increasingly cloud-native on AWS. What you’ll do

• Provide second- and third-line support for internal and external customers.
• Investigate, diagnose and resolve application, data and connectivity incidents, using ITIL-aligned processes.
• Own incidents from initial triage through to resolution, communicating clearly on progress, risk and impact.
• Escalate effectively to engineering, partners or other teams when needed.
• Use the command line to investigate remote devices, services and integrations.
• Support and improve applications, data feeds, cloud platforms and operational tooling.
• Build useful knowledge articles and share insight across the support team.
• Work with development and cross-functional teams to improve performance, reliability and deployment.
• Contribute ideas that make the service-and the customer experience-better.

• Proven experience in application support, technical operations or a similar hands-on environment.
• Experience working with SIRI SM, VM or SX data feeds, or comparable real-time data integrations.
• Strong troubleshooting skills across Windows, Windows Server and embedded Linux/Unix environments.
• Practical experience investigating remote or embedded devices, including GPRS/3G/4G connectivity and single-board computers.
• Familiarity with AWS and cloud platforms, including Beacon, and an interest in developing deeper cloud expertise.
• Confidence with SQL and databases, plus an understanding of HTML, CSS and XML.
• Working knowledge of C# or Python.
• A practical understanding of ITIL, incident management and service improvement.
• Clear communication skills: you can explain technical issues to both technical and non-technical audiences.

The person we’re looking for

You’re curious, calm under pressure and motivated by finding the root cause. You take ownership, work well independently and know when to bring in the right people. You’re adaptable, collaborative and focused on delivering a great customer outcome-not simply closing a ticket.

This role is predominantly home-based, with occasional travel to our offices in Manchester and Cambridge. There will also be an on-call rota, including some out-of-hours and occasional weekend cover.

What’s in it for you?

Alongside the opportunity to work for a global, customer- and people-focused company, we offer:

• A great team of like-minded professionals.
• Private healthcare.
• Income protection scheme.
• Pension.
• Group life assurance.
• Cycle to Work scheme.
• Electric Vehicle Benefit scheme.
• Employee Assistance Programme.
• Eyecare vouchers.

Vix Technology is an Equal Opportunity Employer. We prohibit discrimination and harassment of any kind and are committed to equal employment opportunity for all. We aim to build a workforce as diverse as the communities we serve, creating an inclusive environment where everyone can realise their full potential.