• Be the voice of the customer in a fast-paced SaaS team. Help solve complex issues, shape product improvements, and deliver a seamless experience for salons worldwide
• You will join the Salon Operations product group and work with our engineers and product managers to be the voice of the customer and ensure we are aware of, and fixing their pain points
• On your journey, you will become a subject matter expert in Salon Management and the Back of House areas of the platform ensuring our clients receive the best possible experience
• Delivering a high standard of technical customer service and building strong customer relationships
• Production issue troubleshooting, resolution, and root cause analysis - you will have access and learn to use our advanced production monitoring tools
• Be part of a team of software engineers, attending stand-ups, and planning sessions
• Investigation of reported issues in the system to make sure we are responding to clients needs in a timely manner
• Escalation of appropriate issues to the Product and Development teams
• Creating and maintaining concise and clear knowledge articles
• Mentoring for Level 2 (L2) engineers to help them progress in their career

Benefits

• Your wellbeing is important to us - We provide private healthcare, and employee assistance program and a free online GP service (WebDoc)
• As part of our Financial Wellbeing, we provide an Employee Share Purchase Scheme, Pension, Life Assurance, and Income Protection
• We help you travel by providing a bike to work scheme as well as tax saver transport tickets
• We care for your family and provide Enhanced Maternity and Paternity benefits
• We grow our own timber! We provide a great learning environment including an extensive onboarding program
• Career development is important to us. We even have our own in-house Learning and Development/Business coach and many online resources including LinkedIn learning
• We don’t believe in formal dress codes. We prefer causal things- Ability to adapt quickly to changing priorities and customer needs
• Ability to read and analyse application and/or database logs
• Application support experience for high traffic web / cloud based systems, or experience in other technical roles like QA or software engineering
• Ability to effectively collaborate with folks across multiple disciplines to ensure that key business needs are addressed
• Demonstrated ability to exercise judgement to determine appropriate solutions to complex customer technical issues
• Experience with relational databases (MySQL, PostgreSQL, etc.)
• Growth mindset - willingness to hone and develop your skills
• Basic understanding of fundamentals of programming
• Experience working with APIs (REST/JSON, GraphQL)
• Experience with one or more SaaS logging or reporting platforms
• Working knowledge of frontend technologies (HTML / Javascript / Ember / React Native / Swing)
• Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to only apply when they check every box. So if you think you have what it takes, but don’t necessarily meet every single point on the job description, please still get in touch. We’d love to have a chat and see if you could be a great fit
• Working knowledge of Java
• Experience working with applications deployed on AWS Infrastructures- We usually respond within a week