Lakeside Software
- Level 3 Support Engineer
Level 3 Support Engineer
Engineering · United Kingdom
Job description
Lakeside Software is how organizations with large, complex IT environments can finally get visibility across their entire digital estate and see how to do more with less. For far too long, IT teams have struggled to see what’s going on in their dark estate – where costly inefficiencies, poor employee experiences, and unresolved problems hide. Only Lakeside lets you give everyone a better view, so they can see the hidden issues, see the smartest fixes, and see the biggest savings. That’s why so many of the world’s leading global brands rely on Lakeside. And it’s how our customers see an average ROI of more than 250%.
Give everyone a better view.TM
The Role
As a Level 3 Engineer, you will support our award-winning enterprise monitoring platform, SysTrack. This role requires a broad technical background with strong triage and troubleshooting skills and experience in managing diverse cases for enterprise customers. You will be responsible for managing critical escalations by identifying and troubleshooting complex problems in partnership with our Technical Services, Product, and Engineering teams globally. This role requires cleverness, creativity, and familiarity with C++, C#, and SQL.
What You'll Do
The core functions of this role include:
- Providing expert-level support for SysTrack by triaging and troubleshooting highly critical escalations
- Managing and resolving a variety of cases for enterprise customers, ensuring timely and effective solutions
- Identifying, recording, documenting, and thoroughly tracking cases and bugs to ensure accurate reporting and resolution
- Developing and implementing test applications to aid in the debugging and troubleshooting of software
- Debugging others’ code to identify and resolve potential issues, ensuring optimal performance and functionality
- Identifying root causes of issues and implementing long-term solutions to prevent a recurrence
- Collaborating cross-functionally with our Technical Services, Product, and Engineering teams globally
- Actively managing assigned caseloads, ensuring timely and efficient resolution of issues
- Maintaining thorough documentation of cases and resolutions for knowledge sharing and continuous improvement
What You'll Bring to the Team
The key requirements for this role include:
- Proven experience in a Level 3 or Escalation Engineer role, preferably within enterprise software
- Bachelor's degree in Computer Software/Engineering or equivalent
- Strong proficiency in multiple technologies, including experience with C#, C++ and one or more of the following technologies: JavaScript, SQL, SQLServer, and/or IIS
- SQL Server DBA Experience (a plus)
- Programming experience or QA/Technical Support related experience (desirable)
- Experience working with Zendesk and/or Jira (preferred)
- Demonstrated experience in live debugging code to diagnose and resolve issues in real-time
- Excellent problem-solving and analytical skills with the ability to handle complex issues
- Customer-facing with exceptional communication and interpersonal skills for working with a diverse range of technical and non-technical professionals
- Ability to consistently deliver to deadlines while prioritising competing demands for work
- A keen interest in the technology and a drive to develop yourself both in technical knowledge and its application to meet customer requirements
- Ability to work independently and as part of a small, fast-moving, high-performing team
Additional Details
- Remote with a preference for candidates in commutable distance to London
*Please note that we are not partnering with staffing agencies on this search
#LI-REMOTE #LI-LP1
Lakeside Software is committed to pursuing a diverse and talented team and offering an inclusive environment for all employees and candidates. As we expand our DE&I reach, we are particularly interested in receiving candidate applications from a broad spectrum of individuals, including women, historically marginalized groups, individuals with disabilities, members of the LGBTQIA+ community, veterans, and any other legally protected group. Lakeside is dedicated to providing equal access and opportunity, as well as reasonable accommodation, for individuals with disabilities in employment, its services, activities, and programs. Lakeside is an Equal Opportunity Employer and does not make hiring or employment decisions on any basis protected by applicable local, state, or federal laws or prohibited by Company policy. If reasonable accommodation is needed to participate in the job application or interview process, to perform required job functions, or to receive other benefits and privileges of employment, please contact accomodations@lakesidesoftware.com.
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