2nd Line Support Engineer

The Role

As a 2nd Line Engineer, you will join a Customer Support team delivering a world-class, friendly technical customer support service. Responsible for triaging and responding to customer support requests, you will be assisted by experienced L3 developers and Product Owners with resolving tickets, providing guidance to our clients via phone and email.

As your experience grows you will be expected to become one of Bud’s product experts with the ability to support training and other client on-boarding initiatives.

As a small growing company, you will need to be flexible whilst retaining focus on the quality and integrity of delivery.

 

The Company

Bud Systems is a scale-up business in the apprenticeship sector. Bud’s software is a powerful and intuitive apprenticeship management platform, designed to simplify the delivery of apprenticeships and bring the many processes together within a single, intuitive software platform. Since launching to the market Bud has been growing fast, To support our growth we’re continuing to build our team of brilliant people.

We’re located in arguably the best office space in Bristol, it’s called the Origin Workspace and is a community in which young businesses can thrive.

Located in the top left corner of Berkeley Square, Clifton, we have a huge open-plan space in this outstanding building which is perfectly located to take advantage of Bristol’s best cafes, bars and restaurants on the vibrant Queen’s Road and Park Street. With a roof terrace and lounges for socialising and relaxing and a fully fitted gym with resident personal trainers from Activ8 – we believe in looking after our team.

As Origin members, all Bud staff are invited to Origin events which include a monthly timetable of fitness and mindfulness classes, plus social events. The Origin pass also provides discounts in some local shops and eateries.

 

The Person

Overall, we value a positive can-do attitude, pride in delivering to promises, excellent communication skills and a desire for self-improvement. As well as your existing skills, we like people with potential to grow with us. People who have the energy, inquisitiveness and desire to learn more, take on more, and progress. You must be able to be in the office 1-2 times a week.

 

Responsibilities

  • Provide technical customer service support up to 2nd line
  • Assist with triaging incidents and tickets received, logging information in Zendesk
  • Assist with resolution, with proactive monitoring of incidents
  • Escalation of tickets to colleagues for 3rd line support
  • Providing support to 1st line and improving documentation
  • Liaison with third party integration providers

 

Capabilities

  • Able to prioritise work in a busy environment
  • Deliver excellent customer service
  • Have good diagnostic skills and be able to problem-solve
  • Be highly organised with a methodical and proactive approach
  • Have excellent communication and interpersonal skills
  • Be a team player who enjoys working with and supporting the rest of the team
  • Must hold or be able to successfully achieve SC Security clearance.
  • Experience supporting a SaaS application previously

 

Required Technical skills

  • Database skills (SQL & Cosmos)
  • Experience of SQL in Azure
  • Solid understanding of relational database concepts
  • json formatting
  • Experience testing and troubleshooting APIs
  • Kibana / Elasticsearch exposure

 

Benefits

  • 25 days holiday (plus bank holidays), rising to 29 days (fte)
  • Additional day leave for birthday
  • Hybrid working arrangements
  • Life Assurance
  • Private healthcare
  • Company Contributory pension scheme
  • Free on-site gym

A BPSS clearance is required for all Bud employees and the scope of this role may require an additional Security Clearance.

Do your best work.
Join a best in class team.

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