Application Support Engineer (UK-Backshift)

at  Dayshape

ABOUT US

We’re an award-winning enterprise software scale-up with high ambitions for growth. We recently won the ScotlandIS Digital Tech Enterprise Business of the Year award and have previously been recognised as Scotland’s fastest-growing tech company in the Deloitte Technology Fast 50 for three consecutive years.
Dayshape is an advanced resource management solution, incorporating AI and intelligent automation to help professional services firms optimise their workforce like never before. It’s built to handle large, complex, and ever-changing requirements with ease.
Our customers include accountancy firms from the Big Four and global top 10, and Dayshape is used in more than 50 countries across five continents. Our target customers are global firms, international networks, and large nationwide or regional organisations, if they’re big enough to have the challenges that Dayshape can solve.
As a company, we live our values every day and we’re committed to making sure our friendly and inclusive environment grows with us.

WHY WE’RE HIRING

Despite being a small company, our customers include some of the world’s largest professional services firms and we’re now supporting customers across multiple time zones. We’re looking for a new person to join the team on the late shift (see working details below) to support the growing customer base in North America.
Our customers each have thousands of users, who are looked after by their own internal support teams for 1st line issues. However, the more complex stuff comes to us, and that’s where you come in.

WORKING DETAILS

This is a full-time role (37.5 hours per week), 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.
We cover support for customers around the world, so some shift work may be required as needed, but this would be an exception rather than a common occurrence
We’re ideally looking for someone in/around Edinburgh, though we’re open to somebody working remotely in the UK, with occasional travel to our Edinburgh office for team days and collaborating with your colleagues. We’re making the most of hybrid working, so you won’t need to come into the office everyday (unless you want to!). We find that most of the team enjoy working from home 2-3 days a week, and come into our office to connect with each other, make use of space, and for meetings.

WHAT YOU’LL DO

• 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