Technical Support Engineer - EMEA

at  Orbus Software

We are seeking an empathetic, highly motivated and detail-oriented Technical Support Analyst to join our team in supporting our flagship SaaS platform, built on Azure and Microsoft 365. In this role, you will be responsible for providing support to our customers, troubleshooting technical issues, and ensuring a positive user experience.

What you’ll do:

• Provide timely and accurate technical support and exceptional customer service to customers via Zendesk, keeping them informed throughout the ticket lifecycle.
• Diagnose and resolve a wide range of technical issues related to the SaaS platform and other applications.
• Work collaboratively with our Software Development, Product Management, Customer Success, and Account Management teams to escalate complex issues and identify solutions.

• Continuously learn and stay up-to-date on the latest features and functionalities of our applications, and related Azure functionality.Document and maintain knowledge base articles and internal documentation.

What you will need to be successful:

• Excellent problem-solving and analytical skills, with strong communication skills and the ability to build rapport with customers.
• Minimum 1-2 years of experience in an application support role, preferably within a SaaS environment.
• Strong understanding of cloud computing concepts, particularly Microsoft Azure,
• Working knowledge of supporting and administering Microsoft 365, SharePoint & Active Directory.
• Working knowledge of RESTful API’s.
• Experience of Windows Server, SQL Server and IIS would be useful.
• Experience working within an ITIL aligned application support service desk environment – ITIL Foundation certification is a bonus.

What’s in it for you!

• A massive opportunity for you to develop your skills and knowledge in a supportive environment that thrives on growth and change.
• Competitive salary and benefits (in line with experience)
• Individual performance bonus

• Hybrid working model, 3 days in our London Offices and at homeCurious, open culture, with teams collaborating across geographies

• Living our Values at Orbus
  Trust: We build trust across our people, customers and partners through honesty, transparency and communication.
  Empowerment: We empower our customers and our people with growth, development and experience
  Clarity: We provide clarity and sense of purpose, focused on helping everyone achieve success and forging a clear vision of the future
  Harmony: We work as one team, collaborating closely so we can sustainably change and grow
  Find your place at Orbus - We’re a diverse and inclusive workplace that promotes a sense of belonging allowing all of our people to bring their whole selves to work every day.
  Recruitment Companies - Thank you for your interest in our roles – we do not accept unsolicited CVs from recruiters or employment agencies. We will not consider or agree to payment of any referral compensation or recruiter fee relating to any unsolicited CVs.
  Offers of employment will be dependent on satisfactory references and a DBS check

• Provide timely and accurate technical support and exceptional customer service to customers via Zendesk, keeping them informed throughout the ticket lifecycle.
• Diagnose and resolve a wide range of technical issues related to the SaaS platform and other applications.
• Work collaboratively with our Software Development, Product Management, Customer Success, and Account Management teams to escalate complex issues and identify solutions.
• Continuously learn and stay up-to-date on the latest features and functionalities of our applications, and related Azure functionality.Document and maintain knowledge base articles and internal documentation