2nd Line Application Support Engineer

About the role

This is a 2nd line application support position within a software company that provides a communication platform to public‑sector and commercial organisations. You will act as the technical escalation point, investigating complex platform issues and delivering practical fixes or work‑arounds while supporting customers when needed.

Key responsibilities

• Act as the technical escalation point (2nd line) for platform issues raised by customers and internal teams.
• Investigate issues, identify likely causes and recommend practical solutions or work‑arounds.
• Escalate bugs and complex technical issues to development with clear, well‑documented supporting information.
• Track escalated issues through to resolution, ensuring updates are provided in line with SLAs.
• Distinguish between support queries, genuine bugs, product limitations and training needs.
• Help build and maintain internal knowledge articles, troubleshooting guides and support processes.

Required profile

• Naturally analytical and enjoys getting to the bottom of a problem.
• Calm and methodical under pressure, especially with escalated issues.
• Proactive and willing to take ownership of a problem until it is resolved.
• Organised, detail‑oriented and a clear communicator.

Required skills

• HTML
• Experience with SaaS platforms
• Email marketing / deliverability knowledge
• CRM system familiarity
• Log analysis and troubleshooting