Verint
Apprentice Software Engineer
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Role Purpose
The Apprentice Software Engineer is responsible for providing technical support and troubleshooting expertise to resolve software issues escalated from Tier 1 and Tier 2 support teams. This position focuses on investigating, diagnosing, and resolving customer incidents, collaborating with cross-functional teams to ensure prompt and effective problem resolution. As an Apprentice Software Engineer, you will play a crucial role in maintaining customer satisfaction, improving product quality, and enhancing the overall support experience.
The role involves on-the-job training, working closely with the product support team, while spending 20% of time studying towards a software engineering degree. You will have the opportunity to build relationships and interact with individuals from within the immediate team and across the wider engineering teams.
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Responsibilities
- Investigate and resolve software issues escalated from Tier 1 and Tier 2 support teams.
- Analyse customer-reported incidents, gather relevant information, and perform initial troubleshooting to identify the root causes.
- Collaborate with senior support engineers and development teams to provide detailed bug reports, including steps to reproduce, environment details, and relevant logs or error messages.
- Assist in developing and implementing workarounds or temporary solutions to minimize the impact of critical issues while permanent fixes are being developed.
- Provide timely and effective communication to customers, keeping them informed of progress and resolution status.
- Contribute to the creation and maintenance of knowledge base articles, troubleshooting guides, and support documentation.
- Participate in on-call rotations to provide support for critical incidents, as needed.
- Assist in identifying recurring issues and patterns, collaborating with senior engineers to drive long-term resolutions and improve product quality and reliability.
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Essential
- Working towards a degree qualification in Computer Science or Software Engineering at 2:1 or above
- Some experience working within software engineering or a technical background/understanding
- Proven ability to self-manage and structure work, this must be demonstrated through clear examples in your application
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