Software Support Engineer

Job Description:
The opportunity
The Software Support Engineer III is responsible for delivery of technical support of our product to our new and existing customers. You will learn how to configure and deploy our product to suit each customer's needs and you will be responsible for ensuring that elements of the product suite are configured flawlessly. You will be involved in troubleshooting and resolving customer incidents in production, test, UAT and demo environments. You are driven to constantly seek out improvements, collaborate across teams.
What we can offer you

• You will work with the Customer Success and Customer Service organisations to resolve customer reported incidents
• You will review and implement client requests for custom technical configuration, enhancing our product offering for our customers
• You will Partner and collaborate with internal teams (Development, Systems, DevOps, and DBAs) to resolve issues related to software applications running in the SaaS platform
• You will accurately document solutions and create knowledge base articles to help customers and internal teams resolve issues fast
• You will have the opportunity in working to reduce repeat issues by collaborating with those who need to provide full solutions through to implementation
• You will work on tasks requiring considerable judgement and initiative, will develop strong collaborative relationships and networks within and outside own for work/projects

Note: There is a requirement for on call work (Weekends and Bank Holidays) every 8 weeks (approximately). There is also a requirement to cover Extended Support (2-10pm M-F). This shift takes place every 5 weeks (approximately).
The skills you will bring

• You have 4+ years' experience in the IT industry and software support
• You have strong SQL Skills with the ability to write SQL queries to troubleshoot complex issues, good understanding of Online Services, Internet-Based systems, and SaaS applications, and with good knowledge of Java and experience working with HTML and CSS.
• You can communicate clearly with customers and internal teams (both technical and nontechnical audiences) and can manage multiple incidents simultaneously and prioritise in line with defined SLAs
• You have demonstrated attention to detail as well as ability to take initiative and follow through on commitments made to customers/internal teams
• You like to collaborate openly with the team on shared items of work and communicate well in a team-oriented environment across locations
• You will determine methods and approach on new assignments, and may be a coach or mentor to others

Achievements

• You will have been involved in process improvements
• You will have been involved in contributing articles to a team's knowledge base
• You will have supported and mentored junior team's members
• You have been in involved in projects onboarding large customers

Thank you for considering joining our team. We strive to create an inclusive and accessible application process for all candidates. If you encounter any difficulties or have specific accessibility requirements while applying for this position, please don't hesitate to reach out to us at [email protected] for assistance. We are committed to ensuring equal access to opportunities for all individuals.
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The Company:
At Workhuman® our mission is to bring more humanity to the workplace. We recognise and embrace individuals' differences and believe that workforce diversity and inclusion are essential to our long-term growth and success. Even if you don't think you "check every single box" above, please still consider applying. We're looking for a human who is collaborative, innovative with a growth mindset
We love what we do because we're shaping the future of work through our people and our technology. Our human cloud-based applications are helping some of the world's leading global brands connect culture to shared purpose. The Workhuman Cloud empowers employees to thank, talk and celebrate each other, creating an environment that sparks gratitude and human connection while increasing employee engagement and productivity.
Did you know we have an award-winning culture across EMEA and North America:

• We were named as #5 Best Workplace in the Great Place to Work Awards in Ireland in 2022 in the large-sized workplace category. We were also recognised as the Best Workplace for Women and the Best Workplace in Technology in 2020, 2021, and 2022.
• In 2021 we were named as #2 Best Workplace in Europe in the medium-sized workplace category.
• We were also recognised as #2 Best Large Places to Work in Boston by Built In for 2023 as well as the Best Place to Work in Boston, U.S. Best Large Places to Work, and U.S. Best Places to Work.
• There are currently over 7.5 million users on the Workhuman® cloud across 180 countries.
• Our core values are Respect, Determination, Innovation, and Imagination.

Workhuman is an Equal Opportunity Employer and is committed to the principle of equal employment opportunity for all employees. We proudly provide a work environment free of discrimination and harassment. Employment decisions at Workhuman are based solely on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, or any other status protected by the laws or regulations in the locations where we operate. Workhuman believes that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.