Second Line Support Engineer at Bud

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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 scale-up company, you will need to be flexible in your approach, whilst retaining focus on the quality and integrity of delivery.

 

The Person

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 are keen to support the successful candidate with their career growth and development. Possessing energy, inquisitiveness a desire to learn more, take on more, and progress are attributes we’re looking for.

 

Key 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

 

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
  • Experience supporting a SaaS application previously

 

The Team

You will be a key member of the Technology team, working at the heart of the group responsible for technology, delivery, and platform operations at Bud.

 

We are Bud

Established in 2016, Bud is the next generation SaaS platform for the vocational and training / education sector.

At Bud, we’re passionate and proud to be engineering a software solution that will enable more and more learners to access consistent, high-quality training to improve lives. Our customers love Bud because it enables them to drive up the quality of their training delivery at scale whilst reducing costs.

As innovators we’re constantly looking for new ways to improve training and learner outcomes through software, we’re working on a number of exciting new product areas right now.

More and more training providers are switching to Bud. In fact, we’ve got a larger market share of enterprise level Independent Training Providers than any other platform and we’re growing fast.

 

Working at Bud

We have a strong leadership team and a clear vision which has been translated into a sound business strategy. This means that each department at Bud can ensure their strategic direction is always aligned to the business goals.

We’re supportive and collaborative, working together to create a unique culture, where people thrive and build rewarding careers. We share a work ethic that provides the perfect blend of professionalism and accountability with a desire to have fun along the way.

 

The perks

We work on a hybrid basis, however our office is located in arguably the best 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 includes a monthly timetable of fitness and mindfulness classes, plus social events. The Origin pass also provides discounts in some local shops and eateries.

 

Benefits

Hybrid working
25 days holiday (plus bank holidays), rising to 29 days (fte)
Additional day Birthday leave
Private healthcare
Company contributory pension scheme
Personal development fund
Cycle to work scheme

 

Details

  • Contract Type: Full Time
  • Contract Term: Permanent
  • Salary: £28,000 – £35,000
  • Location: Bud Systems, 40 Berkeley Square, Bristol BS8 1HP, GB

If you think your skills and experience are a great fit for the role, send us your CV and covering letter to [email protected]