Senior Application Support Engineer

About SoftCo:

SoftCo are a fast growing global Procure-to-Pay and Compliance technology company and we are looking for effective, proactive, and fun people to be part of our exciting journey.  Our Smart Automation technology is transforming how companies manage their Procure-to-Pay processes, improving efficiency, staff morale and fighting fraud.

With 33 years’ experience, SoftCo ranks highest in independent customer satisfaction surveys. We are proud that all our projects are successful, and that our market-leading technology delivers our customers unrivalled levels of automation with the greatest savings. We operate from offices in the US, Finland, UK and Ireland.  We have over a million users worldwide including PwC, Volkswagen, Patagonia, Primark, Logitech and nearly 80 departments of the Finnish Government. We are certified with ISO27001, Microsoft Gold Partner, all types of SOC, and we are an AWS Advanced Technology Partner.

Senior Application Support Engineer – Your role:

We are seeking an experienced Senior Application Support Engineer with a strong background in DevOps practices to join our team. In this role, you will play a critical role in providing technical support to our customers, ensuring the smooth operation of our software products, and contributing to the continuous improvement of our DevOps processes. The ideal candidate will possess a blend of application support and troubleshooting expertise, customer-centric attitude, and experience working in a DevOps environment.

Your responsibilities:

Application Support & Problem Resolution:

• Provide application support to customers, investigate, troubleshoot and resolve software and technical issues related to application functionality, performance, and configuration.
• Collaborate with other DevOps team members to analyse and identify root causes of issues, propose solutions, ensure effective resolution and work on long-term solutions to prevent reoccurrence.
• Monitor application performance and proactively identify and address potential issues.
• Maintain strong communication with customers throughout the issue resolution process, providing timely updates and ensuring customer satisfaction and a positive customer experience.
• Act as a point of escalation for other support team members in resolving complex issues, troubleshooting techniques, product knowledge, and DevOps practices.

DevOps Integration & Collaboration:

• Collaborate closely with development, operations, and infrastructure teams to bridge the gap between support and DevOps practices.
• Contribute to the enhancement of our DevOps processes by identifying areas for automation, monitoring, and continuous improvement.
• Identify areas for process improvement and contribute to enhancing the support workflow.
• Participate in the definition and evolution of the monitoring system by using Infrastructure as Code and Azure Monitor to ensure system reliability.
• Participate in the automation of the CI/CD process.
• Support deployments, rollbacks, application verification, testing and production tasks.

Documentation & Knowledge Sharing:

• Document troubleshooting steps, issue resolutions, and best practices to build a knowledge base for the support team.
• Share knowledge and insights with team members, promoting continuous learning and skill development.

General:

• Stay up to date with industry trends and emerging technologies related to application support and DevOps practices.
• Ensure adherence to company policies at all times.
• Other ad-hoc duties as required.

Your profile:

• Computer Science or Engineering degree.
• Experience in senior application support roles in Enterprise or SaaS companies, with a focus on troubleshooting, problem solving and issue resolution of complex software or ERP queries.
• Good knowledge and experience of DevOps practices, including CI/CD, automation, and infrastructure as code.
• Experience of DevOps tools, preferably, Terraform infrastructure as code, Azure DevOps, Azure Cloud.
• Experience defining metrics, SLI’s, SLO’s and using them for rollbacks and disaster recovery processes.
• Excellent problem-solving skills and experience in Root Cause Analysis reporting.
• Ability to work under pressure, manage multiple priorities, and deliver within tight deadlines.
• Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and with technical and non-technical stakeholders.
• Proven track record of process improvement and automation implementation.
• Customer-centric mindset and a commitment to delivering exceptional support.
• Relevant certifications in DevOps, or related areas, an advantage.
• Fluency in written and spoken English and eligibility to work in Ireland.

What we can offer you:

This is an opportunity to expand your knowledge, develop your career and work with state-of-the-art technology in a rapidly growing sector.  We encourage our team to be ambitious and in SoftCo there is a culture of progression. We support your development by investing in training and partnering with leading learning platforms and providers such as Pluralsight amongst others.  Uniquely, our structure means you work directly with the most senior leaders in the business, who see your potential.

A competitive remuneration package is on offer and our benefits package includes medical cover, pension/401 (K) plan, life insurance, paid time off, long service incentive awards and a staff referral scheme. There will be the opportunity to travel in this role. If working for one of the most innovative technology companies is your thing, then look no further.

Learn more about us at softco.com/ie/about-us/

Applications:

Please send your CV to careers@softco.com.

SoftCo is an equal opportunities employer.  (www.softco.com)