2nd Line Support Engineer (SAMpeople)

Location: Wakefield (Hybrid)

Salary: £27,000 - £31,000

At Arbor, we’re on a mission to transform the way schools work for the better. 
Central to this mission is equipping Schools with the technology and support to address any challenges they may face, so expanding our product suite and enhancing our customer offering has become an essential priority.
One of these many products is SAMpeople, a cloud based software platform for schools to give them a one-stop shop for their people management.
SAMpeople are Education people specialists; we have a team of leaders who have all worked in education for many years and understand the business challenges that schools and MATs have to deal with day in and day out. 
At the heart of our brand is a recognition that the challenges schools face today aren’t just about efficiency, outputs and productivity - but about creating happier working lives for the people who drive education everyday: the staff. We want to make schools more joyful places to work, as well as learn. 

The SAMpeople Support Team is built on collaboration. Our team is made up of supportive, technically minded individuals - including both Developers and Support Engineers - who thrive on problem solving. Every day brings new challenges, and we work together to investigate issues and deliver effective solutions to our users. You'll be surrounded by a knowledgeable team and plenty of support, so there will be plenty of opportunities to learn and develop a future within Product & Engineering.

We are looking for an ambitious and customer-centric 2nd Line Support Engineer to join our Support team and help us to continue to provide an excellent level of service to our customer base. The remit and focus of the role is to provide advanced technical support for our SAMpeople product by diagnosing and resolving a range of complex technical problems. It’s a broad and exciting role, so we’re looking for someone up for a challenge - if you’re a fast learner and a good team player, this is the role for you.

• Provide advanced technical support for our SaaS products, addressing escalated issues from the 1st line support team.
• Diagnose and resolve complex technical problems, including system, integration, and data issues.
• Use SQL server to investigate customer data issues on the Live system.
• Assist in the creation and maintenance of support documentation, knowledge base articles, and troubleshooting guides.
• Monitor and manage support tickets, ensuring timely and accurate resolution and communication with the 1st line support team.
• Provide exceptional customer service, maintaining a high level of professionalism and empathy in all interactions.
• Continuously improve product knowledge and stay up to date with new features, updates, and best practices.
• Conduct root cause analysis to identify recurring issues and work with the development team to implement permanent fixes.
• Participate in daily stand ups to provide updates on outstanding customer issues.

• Experience of providing technical support
• Possess excellent analytical and decision-making skills
• A team player keen to help and solve our customers’ challenges
• Excellent collaborative team working
• Ability to work under pressure, handle complex change and prioritise key activities
• The ability to manage yourself and align with team goals
• Personable and approachable, with an enthusiastic and motivational nature
• Ability to multi-task and stay organised in a dynamic work environment

The chance to work alongside a team of hard-working, passionate people in a role where you’ll see the impact of your work everyday. We also offer:

• 25 days annual leave (plus 8 days Bank Hols)
• Your birthday off
• BUPA Healthcare Cashback plan – following successful completion of probation
• Pension Scheme
• Ongoing professional development opportunities – we can offer supported study and potential funding for external qualifications
• A cracking team to work with!
• Flexible working – we can offer part time or term time hours to suit you and your family

1. Phone screen
2. 1st stage
3. 2nd stage

We are committed to a fair and comfortable recruitment process, so if you require any reasonable adjustments during your application or interview process, please reach out to a member of the team at [email protected].

Our commitment is also backed by our partnership with Neurodiversity Consultancy, Lexxic who provide us with training, support and advice. 

Our goal is for Arbor to be a workplace which represents, celebrates and supports people from all backgrounds, and which gives them the tools they need to thrive - whatever their ambitions may be so we support and promote diversity and equality, and actively  encourage applications from people of all backgrounds. 

Know someone else who would be good for this role? You can refer a friend, family member or colleague, if they are offered a role with Arbor, we will say thank you with a voucher valued up to £200! Simply email: [email protected] 

Please note: We are unable to provide visa sponsorship at this time.