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Full-Time

Level 3 Support Engineer

Posted on 5/28/2024

Lakeside Software

Lakeside Software

201-500 employees

Digital employee experience management platform

Data & Analytics
Consulting
Enterprise Software
Real Estate

Mid

London, UK

Category
Customer Success & Support
IT Support
System Administration
IT & Security
Required Skills
JavaScript
Communications
SQL
Quality Assurance (QA)
Zendesk
JIRA
Requirements
  • Proven experience in a Level 3 or Escalation Engineer role, preferably within enterprise software
  • Bachelor's degree in Computer Software/Engineering or equivalent
  • Strong proficiency in multiple technologies, including experience with C#, C++ and one or more of the following technologies: JavaScript, SQL, SQLServer, and/or IIS
  • SQL Server DBA Experience (a plus)
  • Programming experience or QA/Technical Support related experience (desirable)
  • Experience working with Zendesk and/or Jira (preferred)
  • Demonstrated experience in live debugging code to diagnose and resolve issues in real-time
  • Excellent problem-solving and analytical skills with the ability to handle complex issues
  • Customer-facing with exceptional communication and interpersonal skills for working with a diverse range of technical and non-technical professionals
  • Ability to consistently deliver to deadlines while prioritising competing demands for work
  • A keen interest in the technology and a drive to develop yourself both in technical knowledge and its application to meet customer requirements
  • Ability to work independently and as part of a small, fast-moving, high-performing team
Responsibilities
  • Providing expert-level support for SysTrack by triaging and troubleshooting highly critical escalations
  • Managing and resolving a variety of cases for enterprise customers, ensuring timely and effective solutions
  • Identifying, recording, documenting, and thoroughly tracking cases and bugs to ensure accurate reporting and resolution
  • Developing and implementing test applications to aid in the debugging and troubleshooting of software
  • Debugging others’ code to identify and resolve potential issues, ensuring optimal performance and functionality
  • Identifying root causes of issues and implementing long-term solutions to prevent a recurrence
  • Collaborating cross-functionally with our Technical Services, Product, and Engineering teams globally
  • Actively managing assigned caseloads, ensuring timely and efficient resolution of issues
  • Maintaining thorough documentation of cases and resolutions for knowledge sharing and continuous improvement

Lakeside Software specializes in Digital Employee Experience Management, which aids organizations in enhancing their IT infrastructure and end-user experiences. This company provides deep insights and optimizations in digital environments through comprehensive data collection and analysis tools, including agent data collection, sensors, dashboards, and integrations. As a leader in its field, working here offers the opportunity to be at the forefront of improving digital workplaces, making it an ideal setting for professionals passionate about technology and user experience enhancement.

Company Stage

Private

Total Funding

N/A

Headquarters

Bodegraven, Netherlands

Founded

1997

Growth & Insights
Headcount

6 month growth

5%

1 year growth

5%

2 year growth

5%
INACTIVE