CloudM Hiring for Software Support Engineer Job at Manchester, England Full Time

Software Support Engineer

CTS Group is the one the fastest growing cloud technology companies in Europe, providing digital transformation services (Cloud Technology Solutions) and a market-leading software platform (CloudM). Your role will focus on the CloudM part of CTS Group.

CloudM provides one platform to get the most of Google Workspace, Microsoft 365 and other SaaS. Our platform has been used by over 40,000 organizations in 83 countries including the likes of LinkedIn, Uber, Netflix, Booking.com and Spotify.

We have a brilliant team of more than 80 people with offices in Manchester, Australia and USA, as well as across our globally remote workforce. We’re still growing, and that means we need more brilliant people who share our ambition to join our team.

Role Overview:

Based remotely or from our Manchester office, the Software Support Engineer will join a dynamic team of Engineers who specialise in providing high-quality support of the CloudM product suite to clients across the globe, ranging from organisations with many thousands of staff, through to small businesses supporting a handful of employees.

The successful candidate will be responsible for providing first-class support to our customers. As an engineer, you will be expected to take ownership of technical incidents & requests as well as communicate ticket escalations to senior members of the Product Support Team.

The successful candidate should be confident communicating with customers at all levels of business including CxO, Leadership, Management, Operational and Technical and have a broad technical background, a natural curiosity to solve problems and a passion to deliver first class customer service.

Full training will be provided on all CloudM products, and as a Software Support Engineer, you will be expected to get your product technical knowledge up to speed rapidly and be self-sufficient at managing your own workload with little supervision.

As part of ongoing check-ins with line management, progression to 3rd line will be reviewed on an ongoing basis throughout the year.

What you’ll do:

• To own and maintain your ticket queue.
• Take ownership of Incidents & Requests regarding the CloudM product Suite
• Schedule conference calls or Webex sessions to diagnose customer issues
• Liaise with other members of the PS Team, Product Specialists & development to ensure tickets are resolved within SLA
• Contribute to existing knowledge base repository where appropriate
• Must be flexible in regards to start and end times within core hours
• Contribute to the continual improvement of service & product

Key Skills:

• Technical expertise in supporting software products
• Demonstrable experience in a customer-facing service desk role
• Good people skills
• Analytical and problem-solving experience
• Able to convey a clear message to people at all levels of seniority both verbally and in writing, often in video conferencing situations
• Excellent communication skills
• Confident and enthusiastic with a positive “can do” approach
• A natural curiosity of applying technology to solve problems
• Excellent customer service (part of the CloudM culture)

Desirable Skills:

• Experience within a technical service desk
• Experience with zendesk Service Desk or other ITSM solutions.
• Experience in SaaS/IaaS
• Knowledge of Exchange/M365, Google Workspace, Lotus Notes, Novel
• Groupwise or Zimbra would be highly desirable
• Exposure to Cloud migration technologies

What you’ll get:

In addition to the competitive salary, you’ll get private health insurance and company contributed pensions as standard.

We have a multitude of other benefits, including a market leading parental leave policies, health & wellbeing initiatives and access to a discounts and rewards programme (including discounted gym membership)

You’ll be invited to the bi-annual international company ‘kick off’ conferences, which are a great chance to meet your colleagues that you don’t see everyday.

So what’s next?

Contact us directly at [email protected] for more info.