Xceptor is seeking a Senior Application Support Engineer to join our Support Service team. In this client-facing role, you will be responsible for managing questions and issues from users of the Xceptor product suite, providing 24/7 support to both on-prem and SaaS clients in production environments to ensure reliable operation.
What You'll Do
- Take ownership of incidents and requests, working directly with customers to investigate and resolve technical issues.
- Accurately capture and update incident details throughout the lifecycle, prioritizing work to meet service targets and SLAs.
- Liaise and escalate with internal teams such as Development, SRE, Delivery, and Client Success for effective resolution.
- Build and maintain a thorough understanding of the Xceptor application, its deployment, and customer usage patterns.
- Reproduce issues and maintain support environments for in-depth analysis.
- Contribute to and improve Xceptor’s knowledge systems by authoring and maintaining knowledge collateral.
- Lead or assist with unexpected events to rapidly restore services and communicate effectively with customers.
- Monitor application and infrastructure services to identify and resolve issues before they impact customers.
- Investigate and diagnose issues arising with Azure resources.
- Participate in shift patterns as part of Xceptor’s global support service and work within an ITIL methodology.
What We're Looking For
- Strong technical skills in a SQL and C# environment.
- Experience using SQL to query and understand data within a relational database schema.
- A solid understanding of web technologies, ideally with experience in .NET, Visual Studio Code, and/or SQL Server.
- Excellent communication skills, with the ability to describe technical applications to non-technical audiences.
- Highly developed problem-solving skills, particularly within applications and data analysis, and experience taking the lead on complex problem-solving.
- Ability to take ownership of problems while multi-tasking and prioritizing workload, remaining calm under pressure.
- Passionate about customer service with a willingness to go above and beyond.
- A strong academic background, ideally with a qualification in a STEM subject.
- Application support experience for both front-end use and back-end installs and management.
- Experience working in a structured support environment using a framework like ITIL or Kanban.
Nice to Have
- Experience working with or administering Azure resources such as Azure DevOps, WebApp, and SQL databases.
- Understanding of technologies like SFTP, MS Exchange and graph, APIs, and MQs.
- Experience in mentoring other team members.
Technical Stack
- SQL, C#, .NET, Visual Studio Code, SQL Server
- Azure, Azure DevOps, WebApp
- SFTP, MS Exchange, APIs, MQs
Team & Environment
You will be part of the Xceptor Support team providing a 24/7 service.
Work Mode
This position follows a hybrid work model.
Xceptor is an equal opportunities employer and welcomes applications from all sections of society. We do not discriminate on grounds of race, religion, or belief, ethnic or national origin, disability, age, citizenship, marital, domestic, or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.
