2nd Line Support

Job Description

Support Engineer / Application Support / 2^nd Line Support / SaaS / Hybrid / Permanent / Cardiff / 32000pa

Vivo Talent are partnering with a growing SaaS business in Cardiff that is undergoing an exciting period of transformation scaling both its products and the way its teams operate.

Theyre looking for a 2nd Line Support Engineer to act as a key technical point of contact for customers and internal stakeholders resolving incidents and service requests while delivering an exceptional support experience.

This is an excellent opportunity for someone with a product-focused mindset who enjoys getting to the root cause of issues understanding the why behind problems and contributing to long-term improvements rather than simply closing tickets.

Key Responsibilities

• Act as the escalation point for incidents.

• Troubleshoot issues using logs configuration reviews and SQL queries.
• Own incidents through to resolution ensuring accurate prioritisation and SLA compliance.
• Participate in major incident management and provide timely customer updates.
• Perform first-line diagnostics and escalate issues where required.

• Ensure requests are validated compliant and delivered within SLA targets.
• Support reporting activities for the Team Leader.

• Identify recurring issues and improve support processes through knowledge sharing.

Skills & Experience

• 1-3 years experience in Application or Product Support (B2B/SaaS preferred).
• Strong troubleshooting and analytical skills.
• Good understanding of ITIL 4 principles.
• Strong SQL skills for querying data validation and troubleshooting.
• Excellent communication and stakeholder management skills.

If youd like to hear more about this opportunity then please get in touch with any questions that you have or an up-to-date CV.

Support Engineer / Application Support / 2^nd Line Support / SaaS / Hybrid / Permanent / Cardiff / 32000pa

Support Engineer / Application Support / 2^nd Line Support / SaaS / Hybrid / Permanent / Cardiff / 32000pa

Support Engineer / Application Support / 2^nd Line Support / SaaS / Hybrid / Permanent / Cardiff / 32000pa