Clue Software
Application Support Engineer
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Application Support Engineer
# Application Support Engineer
Role Specifics
- Salary range: up to £35,000
- Reports to: Support Team Lead
- Key stakeholders: Product team, Tech team, Professional Services team
- Organisational Framework Level: 2 – Professional Contributor
About the Role / Job Summary
As an Application Support Engineer, you will be comfortable engaging with customers via telephone, email, or a case management system such as Salesforce, providing tailored solutions to their issues. You will thrive in a fast-paced environment and excel at time management, ensuring the timely execution of tasks and deadlines while championing improvements to boost customer satisfaction. You will manage escalations, collaborate with other team members to reduce service disruptions, and minimise downtime.
At Clue Software, we are actively leveraging AI to enhance our products and workflows. Your curiosity and willingness to adopt AI tools and approaches will foster innovation within the role.
Key Accountabilities
- Provide first-line customer support via our case management system, email, and telephone; act as the subject matter expert (SME) for resolving complex cases
- Contribute to quarterly reviews with Enterprise customers, discussing software utilisation, upcoming releases, and ticket trends
- Liaise with customers to accurately investigate and assess issues, providing prompt resolutions or escalations as needed
- Support Customer Success Managers with support-related queries
- Become an expert in the Clue application, understanding its functionalities comprehensively
- Monitor the support inbox for new tickets to provide first-contact resolutions or triage adequately
- Build collaborative customer relationships
- Lead bi-weekly calls with Enterprise support customers to review outstanding tickets
- Drive continuous improvement across support services
- Maintain up-to-date and accurate records in our case management system, communicating updates and working with support teams to resolve tickets within agreed SLA’s
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Key Role Measures
- Customer satisfaction: Measured via Net Promoter Score (NPS) from customer surveys
- Customer ticket response and closure KPIs
- Adherence to customer service level agreements (SLAs)
- Levels of resolved/unresolved support-related issues
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Experience and Skills
Our ideal candidate should have expertise or experience in the following areas:
- Ability to achieve security clearance
- Minimum 2 years in an application support role
- Experience thriving in fast-paced environments
- Familiarity with Salesforce ticketing system or similar case management tools
- Experience with deployment tools such as Octopus or comparable solutions
- Knowledge of Azure (primary) / AWS (secondary) cloud services and technologies
- Experience with .SQL server, with additional benefit from expertise in .NET, Visual Studio, plus C#, ASP.NET Core, and Javascript
- Experience using monitoring and analytical tools such as AppInsights and dev tools; advantage with Dynatrace
- Experience with SQL databases including writing queries and scripting
- Knowledge of software testing and troubleshooting (desirable)
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