Software Support Engineer

Software Support Engineer
South Wales | Hybrid, 3 days on site
£35,000-£40,000
We're looking for a Software Support Engineer to join an established organisation where you'll take ownership of business-critical applications and help ensure users receive a reliable, responsive technical service.
This is a good opportunity for someone who enjoys getting beyond basic ticket resolution. You'll investigate application and data issues, use SQL to troubleshoot problems, work with internal teams and external suppliers, and help identify permanent fixes for recurring incidents.
You'll join an experienced IT environment where there is plenty of opportunity to broaden your technical knowledge and take ownership of genuinely important systems.
What You'll Do:

• Diagnose and resolve incidents affecting business-critical applications.
• Use SQL to investigate application and data issues.
• Manage service requests in line with agreed SLAs.
• Investigate software defects and coordinate fixes.
• Work with internal technical teams and third-party suppliers.
• Carry out root-cause analysis on recurring issues.
• Complete system performance and integrity checks.
• Maintain technical and knowledge-base documentation.
• Keep stakeholders updated throughout incidents and investigations.
• Follow established incident, problem and change-management processes.

What You'll Bring:

• Around three years or more in application, software or technical support.
• Strong troubleshooting and problem-solving skills.
• Practical SQL experience.
• Experience supporting business-critical applications.
• Confidence managing incidents from investigation through to resolution.
• An understanding of problem management and root-cause analysis.
• Strong communication skills with technical and non-technical users.
• Experience with ERP or other enterprise applications would be beneficial.
• JIRA or similar ticketing/issue-management experience would be useful.
• Exposure to C#, VB.NET, PowerShell or Python would be advantageous.

Why You Should Apply:

• Work with a varied business application estate rather than purely first-line support.
• Genuine scope to investigate problems and implement lasting solutions.
• Exposure to SQL, enterprise applications and automation/Scripting.
• Join an established IT team with good exposure across the wider organisation.
• After probation, participate in an on-call rota of approximately 1 week in every 5-6, with an allowance plus additional payment for call-outs.

Ready to Apply?
Contact Lewis Allen to find out more.
Please apply with a CV and a cover letter outlining why you're perfect for the role.
Know someone great for the job? We offer a referral scheme, just get in touch!

Note: We do our best to respond to every application, but due to volume, we can't always guarantee it. If you haven't heard back within 7 days, unfortunately, you haven't been successful this time. Keep an eye on our site for new opportunities!