L2 Customer Support Engineer (SaaS)

Role Details Job Title: L2 Support Specialist Recruiting Manager: Head of Support Department: Partner Support ​ Hours / Base: Full-time / Europe (UK/Europe / Remote) Role Purpose: Unifyr is looking for an individual to join our Partner Support team, someone who is passionate about customer service. Support specialists are responsible for triaging, troubleshooting, and resolving support requests from customers and partners. Unifyr believes customer support differentiates us from our competition, and we are looking for a full-time support specialist who is focused on delighting our customers with outstanding support. Overall responsibilities include: The Level 2 Support Specialist will have good knowledge of the company products and existing customer customizations to provide support and solutions. Analyse technical issues to determine a root cause and resolve these, where necessary, pass the issue to the product development team where the issue requires more advance bug fixes. Escalate and manage tickets within development team sprints. Work closely with level 1 team members to deliver fast effective resolution to cases. Ensure the bug-fix and release process is in line with committed fix dates for customer issues Create and modify business processes relating to customer support Act as customer advocate within the company for their assigned accounts, to ensure that Unifyr achieves excellent customer satisfaction ratings at all times Secondary role: Operations Manager Operations Management provides proactive oversight support to all ticketing as the primary contact offering existing case escalation, prioritization, and cross departmental coordination. The service offers customers a holistic view of cases in action via regular meetings to discuss status and provide feedback Day-to-Day Responsibilities: Oversight of Customer Tickets, ensuring smooth progression. Engaging other teams to update customers and expediate the resolution time Required skills/experience/qualifications: 2+ years’ experience in a customer support role Attention to detail, demonstrated follow through and deadline focused Fluent written and spoken English Enthusiastic about working in a team and motivated by contributing to the team’s success. Demonstrated flexibility and commitment Sound judgment and mature approach to work A familiarity with web-based enterprise software The ability to multi-task and perform effectively under pressure. The ability to translate technical analysis to plain English Experience working with SQL/RDBMS Ability to diagnose technical issues quickly and accurately Understanding of coding practices and structure. Must be legally authorized to work in country of employment Additional qualifications that are preferred but not required for the position BS/BA in Information Technology or related field, or equivalent experience in the software industry Familiarity with Salesforce and/or MS Dynamics, preferred. Knowledge of HTML5, CSS3, jQuery, preferred. Experience in the following code is preferred: Java web services for new backend implementations, Frontend: JavaScript, HTML, CSS, Bootstrap, and MS SQL Server – as the database. Strictly no agencies.