Application Support Engineer, Dayshape
UK, Backshift
£35k
15% uplift on base salary for hours scheduled between 7:00 PM and 7:00 AM.
More information about location
AI-powered resource management software
Job no longer available
AI-powered resource management software
101-200 employees
Job no longer available
£35k
15% uplift on base salary for hours scheduled between 7:00 PM and 7:00 AM.
More information about location
101-200 employees
Company mission
To improve people's working lives.
Role
Who you are
- Demonstrable experience in application support for external customers as a L2 or L3 support engineer. You must be able to translate technical back into the customer’s language without following a well-defined script
- Experience supporting customers in an enterprise environment, building long-term relationships with key contacts
- Keen to be hands-on and actively involved in issue resolution
- Passionate about technology and delighting customers
- A technological generalist - able to turn your hand to just about anything
- Excellent communication skills, both with customers and internal technical teams
- Comfortable challenging and raising issues at any level
- Analytical and methodical approach to solving problems
- Knowledge of SQL - able to write and run scripts
- Experience working with software integrations - ideally using Azure Data Factory
- We host our customers within Microsoft Azure, so knowledge of this cloud provider is key
Desirable
- Our software uses technology such as Vue, Json, .net - experience working with or an understanding of one or more of these is an advantage
- An Azure certification
- Experience in a startup (or similar) environment where you’ve developed and implemented new processes from scratch
- An understanding of how large professional services firms operate (we work with global enterprise customers such as PwC, Deloitte and Grant Thornton)
- We use Microsoft including Teams, Office etc and Slack for communication. Knowledge of these tools is an advantage
What the job involves
- We’re looking for a new person to join the team on the late shift to support the growing customer base in North America. This is a full-time role typically working from 2:00pm-10:30pm from Monday to Friday. During onboarding (first 1-2 months) the work hours will be 12:00pm - 8:30pm
- Review support tickets (including reviewing logs) and prepare them for software engineers to fix, when needed
- Manage tickets in Freshdesk, raising comprehensive JIRA tickets to engage engineers
- Resolve tickets directly when 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, able to answer all questions from customers and colleagues
- Use bug report data to help the company continuously improve testing and product quality
- Help to ensure support is the go-to team for anything product-related
- 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 internal environments in Azure and be responsible for shipping releases out to customers
Our take
Dayshape offers AI-powered resource management software developed to help professional services firms meet profit and growth targets, and client service standards, and offer more rewarding careers for employees. Its features include automated resource scheduling, approval workflows and engagement performance alerts, capacity planning tools, and skills tracking.
Dayshape has 30,000+ global users across 20 countries, including two of the Big Four professional services firms. This is a big coup: competitors are plentiful in this space, especially now that complex hybrid workforces have increased the market appetite for tools to help manage them. As a purpose-built and dedicated solution, Dayshape’s focus on automation, people-first planning, and real-time project financials, gives it an edge against legacy resource management tools.
Dayshape is using its remarkably fast growth (it’s regularly been the fastest-growing Scottish tech company of the year) to continue its global expansion into the US, where the professional services industry includes well over a million different firms.
Steph
Company Specialist at Welcome to the Jungle
Insights
44% employee growth in 12 months
Company
Company benefits
- Paid four week sabbatical in your fifth anniversary year on top of your holiday entitlement
- Innovation Week twice a year, a chance to experiment and work off-project
- Regular All Hands meeting for inspiration and over-communication
- Time out of the working week for team socials each month, with a mix of in-person and virtual options: past events include hiking, family BBQs, online games, D&D, and at-home cocktail classes!
- Genuinely nice, smart people to work with, who are excited about growing our company
- Volunteering time – up to 20 hours a year to participate in volunteer work
- At least £1,000 per year to spend on professional and personal development
- 33 days' holiday per year (including bank holidays), increasing by 1 day each year to a maximum of 40 days
- Private healthcare and rewards through Vitality
- Enhanced family leave
- Income protection and death in service cover
- Matched 5% salary sacrifice or auto-enrolment workplace pension scheme
- Access to wellbeing offerings, such as our Employee Assistance Programme and a dedicated counselling service
- Salary sacrifice EV car scheme
Company HQ
Edinburgh West End, Edinburgh, UK
Leadership
Andrew Bone
(Co-Founder & Chair )Originally a Software Engineer, who then worked as an Assurance Executive with PwC, and then took on various roles at RBS.
Alastair Andrew
(Co-Founder & Principal Engineer)Previously a Software Engineer at Graham Technology, who went on to complete a PhD in Computer Science at the University of Strathclyde.
Matt Cockett
(CEO)Matt brings extensive experience in scaling global tech companies in people-centric sectors and will guide the business as we expand into more geographies and industries.
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