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Airts
,
Edinburgh, City of Edinburgh
Application Support Engineer
Overview
Job Description
About us We're an award-winning enterprise software start-up. In 2019 we were recognised by Deloitte's Technology Fast 50 as the fastest growing tech company in Scotland, and 19th in the UK overall. Our founders saw the potential of AI technology to help people manage tricky projects at scale. They built Braid, an intelligent planning platform, which helps professional services organisations plan, adapt, and thrive. Our team lives our values, and are dedicated to making sure our friendly, inclusive environment grows with us. Why we're hiring Our customers include some of the world's largest professional services firms. Following successful implementations for customers operating across 10 countries, we need to scale our Support team to manage their complex requirements. Our 15,000+ users are looked after by their own internal support teams for 1st and 2nd level issues. However, the more complex stuff comes to us, and that's where you come in. What you'll do * Review support tickets (including reviewing logs) and prepare them for software engineers to fix; * Resolve tickets directly where no code changes are required; * Triage tickets based on various internal and external priorities; * Contribute towards the creation of support docs, including user guides, videos, and other self-help resources for customers; * Be an expert user of our product, who is able to answer all questions from customers and colleagues; * Help to ensure Support is the go-to team for anything product-related; * Use bug report data to help the company continuously improve testing and product quality; * Provide customer feedback to the product team, and contribute towards shaping the product roadmap; * Continuously review our processes to identify opportunities for improvement; * Manage the deployment infrastructure for new customers, and be responsible for shipping releases. What we need * Passion about technology and delighting customers; * A technology generalist, able to turn your hand to just about anything; * Comfort challenging and raising issues at any level; * Analytical and meticulous; * Inquisitive and a natural problem solver; * Experienced in a software support role; * Knowledgeable about the software industry. What you'll get * At least 1,000 per year to spend on professional and personal development; * Time out of the working week for regular company events, with past events including hiking, go-karting, laser quest; * 33 days holiday per year, 30 of which you can take whenever you like; * Weekly All Hands meeting for inspiration and over-communication, and lunch is on us; * Fresh fruit and healthy snack bars delivered weekly; * NEST pension scheme; * Genuinely nice, smart people as colleagues, who are excited about growing our company.