Product Support Engineer

Product Support Engineer

What you'll do

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, and the team is focused on delivering quality product experiences to our customers. Our DevOps team are also driven in enabling our internal teams to empower, help and advise our 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 Product Support Engineer to investigate and solve complex, technical issues using a variety of techniques including code based 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 team and consultancy teams.
You’ll collaborate with our support team to triage 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 make sure the support team and customer is aware of progress.

You’ll perform complex debugging and fixes where needed, working alongside developments 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 experience in a similar role or a role that involved any of the following, product support, developer support, systems development, DevOps. Experience of coding is not required however an understanding of Sage ERP (Sage 1000, 200, X3 or Intacct), 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

Datel is a modern cloud business, living our values of Success, Collaboration, Quality, Integrity and Respect. For the right candidate we are offering the chance to be part of an innovative, knowledgeable R&D team headed up by Tim Purcell.

You will join our expert team of 12 colleagues, including Developers, QA & Support Engineers, to deliver quality solutions that underpin our customers success. Located throughout the UK, the team operates in small squads with regular stand up, planning and backlog review sessions connecting via MS Teams. Collaboration also occurs through office based and virtual meetings as well as team and company social events. There is also the opportunity to work independently and you will be encouraged to demonstrate your creativity and expertise as a developer.

We offer an excellent benefits and support package including 25 days holiday (plus bank holidays); a supportive culture with a stable community that nurtures individual and customer success; autonomy to work in ways that allow you to be your best and achieve your individual goals; a financial benefits package including pension, Life Cover of 4 x basic salary, discounted shopping scheme, access to an electric vehicle scheme, and a referral bonus; a health benefits package including access to Bupa, a health cash plan with money back towards the costs of optical and dental treatments, access to GPs and a 24 hour advice and information line, cycle to work scheme and access to Mental Health First Aiders; the opportunity to have your say – we regularly ask for your input; learning and development opportunities to build your knowledge and skills; inspirational social and educational events to inform and foster in-person and virtual connections with our people; and volunteering and charity fundraising opportunities - get involved with our charities, Sage Foundation and our local Foodbank.

Interested? Apply now.