Development Support Engineer

Development Support Engineer

An exciting new opportunity has emerged in our DevOps team within R&D. Our Fusion range of products has grown from strength to strength over the last few years and we are now supporting a wide variety of customers across a range of products and Sage ERP. The team is focused on delivering great product experiences to our customers and is driven by enabling our internal teams to empower, help, and advise customers on our products as well as taking an active role in engineering.

Due to continued success, our software is being rolled out daily to customers in many different environments and we now require a Development Support Engineer. In this role, you will be required to investigate and solve complex technical issues using a variety of code-based techniques such as tracing, source code analysis, debugging tools, reverse engineering, and other diagnostic tools. This role will help to develop and drive product engagement across areas of the business including our support and consultancy teams.

This role offers an opportunity to be either home-based or office-based if you live within commuting distance to the Warrington office. If home-based, you’ll only need to visit the office periodically for in-person meetings, reviews, training, and catching up with the team.

What you'll do

You’ll engage with our support team to triage high-priority issues and provide directions/solutions to meet SLAs and work directly with the product teams to provide high-quality engineering support. Where a solution is not available, you’ll escalate to the product teams and make sure a solution is scheduled, following up on aged tickets to keep the support team and customer updated on progress.

You’ll perform complex debugging and fixes where needed, working alongside development teams to drive ticket resolution for configuration, code, or other service deficiencies.

You’ll also work to identify trends and patterns of tickets to advise product engineers of potential solutions and provide continuous feedback to product teams on common issues to improve product success.

What to bring

We’re looking for someone ideally with 1+ years in a similar role or a role that has involved any of the following: product support, developer support, systems development, DevOps.  Experience with Sage ERP (Sage 1000, 200 or X3), C#, JAVA, .NET, SQL, and Microsoft TFS/DevOps is advantageous.

You’ll need excellent problem-solving and troubleshooting skills and the ability to use various tools and methodologies to analyse problems and develop solutions.

Enablement of other teams is key to our success and ensuring that we hand over solutions with clarity in both spoken and written form is important, so you’ll need to be an excellent communicator.

What we offer in return

As well as a competitive salary and home working, this role allows you to build your knowledge and skills, discover and work with a broad tech stack, and be part of a team with extensive experience in product development, design, and management.

The team culture is built upon key attributes that drive our decisions and actions. We’re obsessed with ensuring our customers receive a great experience, whether this is directly through our software, or through the engagement and support that we provide for the software. We want our people to think outside the box and find innovative ways to build great systems and deliver increasing value to our customers. Our success depends upon more than just engineering – we have world-class people across our business that are involved in the selling, delivery, and support of our software. Collaborating with and valuing the work of others to improve what we build is a must.

You’ll be working in a talented team headed up by Tim Purcell who is passionate about delivering successful projects that deliver real business transformation, achieving the seemingly impossible every day.

About Datel

Datel is a forward-thinking, innovative software company that has a reputation for looking after its customers and team members. We've been established for over thirty years and have a strong relationship with UK software author Sage, selling and implementing their solutions for medium and enterprise-sized businesses. 

Our customers come to us for our exceptional account management, delivery, and software support, delivered by the largest team of accredited Sage experts in the UK. Our teams are made up of people who love to work for Datel and stay with the company for many years. We invest in our people through development, training, and support, and give everyone the opportunity to get to know their colleagues better through company-wide social events and regular perks. 

Datel employees can expect competitive salaries, a minimum of 25 days holiday which increases with service, cash health care plan, pension scheme, and shopping discount and reward scheme.

Interested? Apply now.

    

     

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