Application Support Engineer (UK-Backshift)

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.

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

About you

• Demonstrable experience in application support for external customers as a L2 or L3 support engineer. You must be able to translate technical back into the customer’s language without following a well-defined script
• Experience supporting customers in an enterprise environment, building long-term relationships with key contacts
• Keen to be hands-on and actively involved in issue resolution
• Passionate about technology and delighting customers
• A technological generalist - able to turn your hand to just about anything
• Excellent communication skills, both with customers and internal technical teams
• Comfortable challenging and raising issues at any level
• Analytical and methodical approach to solving problems
• Knowledge of SQL - able to write and run scripts
• Experience working with software integrations - ideally using Azure Data Factory.
• We host our customers within Microsoft Azure, so knowledge of this cloud provider is key

Bonus points if you have

• Our software uses technology such as Vue, Json, .net - experience working with or an understanding of one or more of these is an advantage.
• An Azure certification
• Experience in a startup (or similar) environment where you’ve developed and implemented new processes from scratch
• An understanding of how large professional services firms operate (we work with global enterprise customers such as PwC, Deloitte and Grant Thornton)
• We use Microsoft including Teams, Office etc and Slack for communication. Knowledge of these tools is an advantage.

What you’ll get

• Starting salary £35,000
• 15% uplift on base salary for hours scheduled between 7:00 PM and 7:00 AM.
• At least £1,000 per year to spend on professional and personal development
• 33 days' holiday per year (including bank holidays), increasing by 1 day each year to a maximum of 40 days
• Paid four week sabbatical in your fifth anniversary year on top of your holiday entitlement
• Private healthcare and rewards through Vitality
• Income protection and death in service cover
• Matched 5% auto-enrolment workplace pension scheme
• Access to wellbeing offerings, such as our Employee Assistance Programme and a dedicated counselling service
• Innovation Week twice a year - a chance to experiment and work off-project
• Volunteering time – up to 20 hours a year to participate in volunteer work
• Weekly All Hands meeting for inspiration and over-communication
• Time out of the working week for team socials each month, with a mix of in-person and virtual options: past events include hiking, family BBQs, online games, D&D, and at-home cocktail classes!
• Genuinely nice, smart people to work with, who are excited about growing our company

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.

Join the team!

Equality of opportunity is more than just a responsibility: we believe it’s a huge advantage to welcome a variety of experiences and perspectives into the team. Diversity is a great asset and, as such, we strongly encourage applications from any background.

This is your opportunity to really influence how we get things done, and how our product helps our customers improve their working lives. We're doing well, but there's lots more to do in order to maintain the high bar and pace that we've set.

Everyone here is growing personally as the company grows, so if that sounds like something you’d like to be part of, we’d love to see your application.

*Please note the successful candidate for this role will be subject to background checks and will have an opportunity to declare anything to us beforehand*