Tech support engineer

Role: Enterprise Support Engineer Location: Manchester UK Function: 2ndLine Support Starting Salary: £30k Come join an Award winning software support team in the North West. You will receive personalised training to become an expert on our SaaS product, learning how to resolve support issues from a variety of angles. Past Enterprise support engineers are now leading teams or have moved into 3rd line support. As we grow, the opportunity for career growth will increase. You will be joining a collaborative team, who adopt a joint action approach to solving problems. Teamwork is key to the success of the team, which is fostered through consistent organised social events. About us We are an Omnichannel SaaS organisation on a mission to boost productivity, improve customer service, and increase efficiency across various industries. Based in Manchester, UK, our influence spans 5 continents, with offices in Barcelona, Miami, Melbourne, and South Africa, and we re not done yet- we re still growing quickly and consistently. The role You will be an important member of the Enterprise Support team, engaging closely with clients to handle triaging, resolving, and escalating tickets effectively. You will primarily operate with our in house software and PostgreSQL, writing select, update and report queries, analysing data and using it as a tool to investigate. You will be working with a variety of 3rd party software integrations such as HubSpot, Salesforce, Zapier and have the chance to set up complex APIs, inbound data and call flows.. Being an omnichannel software you will be supporting an array of communication channels such as voice, email, live chat, SMS, WhatsApp, Facebook and Instagram, in addition to our inhouse AI and WFO/QA applications You will be collaborating closely with the 3rdline Support and Development teams, where you will be reading and assessing Python and JavaScript for streamlined operations and solutions. This is a highly analytical role in which you will provide invaluable support to the functioning of our product and the overall success of the business. Why join us? · You will be working in a collaborative environment that promotes growth · You will be working on complex database problems (PostgreSQL) · You will be exposed to integration systems such as Salesforce, Zapier HubSpot. · You will be working with an award winning support team · You have the opportunity to own projects in the future · You will be provided with tailored training across a variety of tools and software. · You will get light exposure to AWS · You will be working closely with various teams at Connex One · You will be working with a team that showcase fulfilment in their career · Each day a new challenge will arise, providing ample opportunities to hone in on you your problem solving skills. Who is right for the role? · You will have experience or an interest in database technologies · You will ideally have an understanding of data, diallers, API and Linux · You will have excellent interpersonal communication skills · You are happy to work on a 4 on – 4 off shift pattern · You are willing to work 2 day shifts (8am – 8pm) and 2 night shifts (8pm – 8am) · You will have strong analytical troubleshooting skills · You will be passionate about investigating software problems and finding the correct solution · You will thrive in a fun/collaborative environment If you re excited about a career with us in support, apply above or connect with our Talent Acquisition specialist, Lewis Bickerton – [email protected] Job Types: Full-time, Permanent Salary: £30,000.00-£34,000.00 per year Schedule: Day shift Night shift Ability to commute/relocate: Manchester: reliably commute or plan to relocate before starting work (required) Work authorisation: United Kingdom (required) Work Location: In person