JOB PURPOSE:

Good customer support is a key differentiator of high-performance organisations. The Technology support team is growing and needs an individual with software engineering / diagnostic experience, as well as customer handling experience.

This is a truly hybrid role, where we are looking for coders at heart who enjoy working closely with customers to help them resolve and troubleshoot any issues with our product.

Ultimately, the successful applicant will be responsible for the smooth running of the Support team, will be a proven leader who can prioritize, communicate and deliver well.

KEY RESPONSIBILITIES

• Manage a team of junior software developers, leading and developing them to deliver high quality technical support and beyond.
• Maintain oversight across support tickets & their progression/ resolution.
• Develop and maintain relationships with key customers. Be their champion!
• Assert a diplomatic presence in high profile tickets
• Employ diagnostic skills to assist with progress and resolution of support tickets.
• Manage the out-of-hours support service and rota.
• Development and delivery of in-house analytics and reporting tools.
• Identify a need for and commission new knowledge base articles.

• Gather intelligence from customer interactions and feed it back into the product features & documentation.

• Develop & deliver new customer communication media: e.g. Stack Overflow & web site chat.

• Assist the scheduling of releases, driving the production of and delivery of pre-releases.
• Convening and chairing the twice weekly support review.

Please Note:

The duties and responsibilities highlighted in this Job Description are indicative, not exhaustive and may vary over time. Post holders are expected to undertake other duties and responsibilities relevant to the nature, level and scope of the post. As well as responsibilities relevant to the nature, level and scope of the post

REQUIREMENTS

Knowledge, Skills and Experience Required

Educated to Degree level

• A good degree in computer science or equivalent commercial experience is essential.

Required Skills

• The successful candidate will be an effective communicator who is confident interacting directly with customers and suppliers over the phone, via email and face to face.

• Expert at de-escalating, troubleshooting and resolving technical customer issues, to become part of their success story.
• Development experience with one or more of Java, JavaScript,
• A positive can-do attitude and amiable demeanour.

• Experience using and/or supporting high performance distributed software.

• Prior experience working in a support team for a software provider or similar.

• A demonstrable understanding of modern IP networks and common production deployment features, e.g. load-balancers, firewalls & proxies.
• Linux & Windows.

Nice to Haves

In addition to the above it would be advantageous for candidates to have some knowledge of a combination of the following:

• Familiarity with mobile client technologies including iOS, Android, and HTML5 is desirable.
• Java Mission Control & JFR analysis.
• Network programming, including TCP/IP, WebSockets
• A familiarity with OpenSSL

• Scripting languages such as Python for analytical work.

GCS Computer Recruitment Services is acting as an Employment Agency in relation to this vacancy.

JOB PURPOSE:

Good customer support is a key differentiator of high-performance organisations. The Technology support team is growing and needs an individual with software engineering / diagnostic experience, as well as customer handling experience.

This is a truly hybrid role, where we are looking for coders at heart who enjoy working closely with customers to help them resolve and troubleshoot any issues with our product.

Ultimately, the successful applicant will be responsible for the smooth running of the Support team, will be a proven leader who can prioritize, communicate and deliver well.

KEY RESPONSIBILITIES

• Manage a team of junior software developers, leading and developing them to deliver high quality technical support and beyond.
• Maintain oversight across support tickets & their progression/ resolution.
• Develop and maintain relationships with key customers. Be their champion!
• Assert a diplomatic presence in high profile tickets
• Employ diagnostic skills to assist with progress and resolution of support tickets.
• Manage the out-of-hours support service and rota.
• Development and delivery of in-house analytics and reporting tools.
• Identify a need for and commission new knowledge base articles.

• Gather intelligence from customer interactions and feed it back into the product features & documentation.

• Develop & deliver new customer communication media: e.g. Stack Overflow & web site chat.

• Assist the scheduling of releases, driving the production of and delivery of pre-releases.
• Convening and chairing the twice weekly support review.

Please Note:

The duties and responsibilities highlighted in this Job Description are indicative, not exhaustive and may vary over time. Post holders are expected to undertake other duties and responsibilities relevant to the nature, level and scope of the post. As well as responsibilities relevant to the nature, level and scope of the post

REQUIREMENTS

Knowledge, Skills and Experience Required

Educated to Degree level

• A good degree in computer science or equivalent commercial experience is essential.

Required Skills

• The successful candidate will be an effective communicator who is confident interacting directly with customers and suppliers over the phone, via email and face to face.

• Expert at de-escalating, troubleshooting and resolving technical customer issues, to become part of their success story.
• Development experience with one or more of Java, JavaScript,
• A positive can-do attitude and amiable demeanour.

• Experience using and/or supporting high performance distributed software.

• Prior experience working in a support team for a software provider or similar.

• A demonstrable understanding of modern IP networks and common production deployment features, e.g. load-balancers, firewalls & proxies.
• Linux & Windows.

Nice to Haves

In addition to the above it would be advantageous for candidates to have some knowledge of a combination of the following:

• Familiarity with mobile client technologies including iOS, Android, and HTML5 is desirable.
• Java Mission Control & JFR analysis.
• Network programming, including TCP/IP, WebSockets
• A familiarity with OpenSSL

• Scripting languages such as Python for analytical work.

GCS Computer Recruitment Services is acting as an Employment Agency in relation to this vacancy.

Avanti recruitment are currently working with a Software Development Consultancy company in Oxfordshire. They are looking for a Senior Java Developer to join their already knowledgeable development team, most of whom hold degrees in computer science or similar. The company works with AI and machine learning, which are areas you will be able to get exposure to.

On a daily basis you will find yourself working with colleagues to conduct research, analyze documentation and review requirements to fully comprehend the client’s problems and taking a lead on proposing technical solutions. You will also have the chance to work on frontend, backend and DevOps tasks.

You will be the type of person who likes to look at code in your own time, through Github, stackoverflow or you will have a couple of projects on the go. You will have experience in designing and implementing solutions at home or in your current role. The company believe that a developers skills are transferable so are welcome to creative people who will use their initiative.

If you would like to work with a good technology stack which is always changing and advancing, somewhere that you can contribute and be listened to then this could be the role for you. This is the type of company which will value your opinion and give you the opportunity to up-skill very quickly and work alongside some greatly experienced developers.

Technical Stack Used:

- Java/Scala/C#
- AWS
- Machine Learning
- Artificial Intelligence
- Elastic Stack
- Lambda
- Docker
- Kubernetes
- XML
- Mongo DB, Postgres

Required Experience:

- Excellent Java experience
- Agile
- Automated or unit tests

Desirable Skills:

- C#
- Scala
- DevOps Experience
- Keen interest in Data or algorithms

The working hours for this role are 09:00-17:30 with some remote working possible on an adhoc basis. The company are very keen on work life balance and won’t allow people to work overtime.

The salary on offer is up to £75,000.

If you are interested in this role then click apply now or contact Paul at Avanti Recruitment

Avanti recruitment are currently working with a Software Development Consultancy company in Oxfordshire. They are looking for a Senior Java Developer to join their already knowledgeable development team, most of whom hold degrees in computer science or similar. The company works with AI and machine learning, which are areas you will be able to get exposure to.

On a daily basis you will find yourself working with colleagues to conduct research, analyze documentation and review requirements to fully comprehend the client’s problems and taking a lead on proposing technical solutions. You will also have the chance to work on frontend, backend and DevOps tasks.

You will be the type of person who likes to look at code in your own time, through Github, stackoverflow or you will have a couple of projects on the go. You will have experience in designing and implementing solutions at home or in your current role. The company believe that a developers skills are transferable so are welcome to creative people who will use their initiative.

If you would like to work with a good technology stack which is always changing and advancing, somewhere that you can contribute and be listened to then this could be the role for you. This is the type of company which will value your opinion and give you the opportunity to up-skill very quickly and work alongside some greatly experienced developers.

Technical Stack Used:

- Java/Scala/C#
- AWS
- Machine Learning
- Artificial Intelligence
- Elastic Stack
- Lambda
- Docker
- Kubernetes
- XML
- Mongo DB, Postgres

Required Experience:

- Excellent Java experience
- Agile
- Automated or unit tests

Desirable Skills:

- C#
- Scala
- DevOps Experience
- Keen interest in Data or algorithms

The working hours for this role are 09:00-17:30 with some remote working possible on an adhoc basis. The company are very keen on work life balance and won’t allow people to work overtime.

The salary on offer is up to £75,000.

If you are interested in this role then click apply now or contact Paul at Avanti Recruitment