Application Engineer / Technical Support Analyst - Ford & Stanley

Application Engineer / Technical Support Analyst

London
£60,000 per annum

Are you an exceptional Application engineer/ Technical Support Analysts with experience providing critical IT service Support within a SaaS environment? And looking to join an innovated and award-winning business, voted one of the best companies to work for in London?

Ford & Stanley – The Recruitment Experts are looking to recruit a Application Engineer based in London.

The Role

My Client is looking for a proven Application Engineer to join its expanding Operations team.  Your Team will provide support services to clients and partners, operating in a SaaS environment that provides critical IT services to the rail industry.  Your responsibilities will range from pre-sales client support to incident response activities. 

You must possess solid customer service skills, be analytical, and be adept at juggling multiple tasks. This role also offers excellent career progression with the prospect of moving into a operations manager position at a future date.

Responsibilities

Your objective is to provide industry-leading service and support to customers and partners. You will provide pre-sales guidance to explain functionality, identify gaps, and properly scope projects.  You will also provide implementation assistance to clients and partners as they integrate my client’s products into their own, and you will ensure our client’s success post-implementation by providing ongoing support.

Primary Responsibilities

  • Respond to customer-initiated problems with the service, scoping, triaging, escalating and resolving the issues. Own the problem from identification to resolution
  • Support customers in the implementation and use of my client’s products, coordinate responses to questions, create and deliver documentation to address common areas of concern, and provide training as required.
  • Monitor services for abnormal behaviour and intervene as necessary to prevent impact to customer service. Engage additional resources as appropriate to resolve issues
  • Respond to customer-initiated problems with the service, scoping, triaging, escalating and resolving the issues. Own the problem from identification to resolution
  • Provide pre-sales support to the commercial team, participating in scoping exercises, gathering requirements and identifying functionality gaps
  • Communicate effectively and in a timely fashion with all relevant customers

Requirements

  • Bachelor’s Degree or equivalent experience in relevant field
  • 3 -5+ years of experience in technical support, professional services, project management, client management, or equivalent technical client-facing teams
  • Strong customer support skills and ability to manage customer satisfaction of large enterprise customers
  • Excellent Knowledge and experience of XML
  • Issue management, proactive and reactive problem resolution experience
  • Of benefit, would be rail domain knowledge and experience in delivering SaaS services
  • Fluency in multiple languages is a plus
  • Experience carrying out Log Analysis
  • Experience of transactional based Web Services
Location:
London
Salary:
£45,000 +

Apply now

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