PHP Support Engineer

We are seeking a skilled and motivated PHP Support Engineer to join our dynamic team. In this role, you will manage support tickets, perform root cause analysis, and assist clients with technical guidance and education. Your ability to communicate effectively, solve technical issues, and manage multiple tasks will be crucial to your success. This role is ideal for someone who is looking to further develop their career as a support engineer, and grow alongside a supportive team environment.

Who we are

We are a leading iPaaS provider, dedicated to simplifying integration for the fast-growing retail industry. Our mission is to empower eCommerce businesses with seamless data integration, enabling them to deliver exceptional customer experiences and make data-driven decisions for exponential growth. Having successfully supported over 400 brands, we take pride in our cutting edge solutions that drive business success.

What you?ll do:

• Act as the primary technical resource for troubleshooting and resolving issues reported by customers.
• Take ownership for allocated tickets, ensuring clients are kept updated on progress and resolution.
• Ensure compliance with contractual Service Level Agreements for supported clients.
• Support software deployments and updates as required.
• Manage and prioritise customer support tickets through Zendesk.
• Effectively communicate with customers via Slack, Live Chat, or other channels to understand and resolve their technical support needs.
• Maintain accurate and up-to-date documentation of issue reports, troubleshooting steps, and solutions in Confluence or similar knowledge base systems.
• Collaborate with cross-functional teams to diagnose and resolve escalated technical issues efficiently.
• Educate clients on product features and best practices to facilitate adoption and usage.
• Promote the use of documentation and knowledge base articles to empower customers and improve self-service support.
• Participate in product testing against specifications when handling client change requests.
• Contribute to continuous improvement projects and defect resolution efforts.
• Monitor and resolve application-related incidents, adhering to incident and problem management processes.

What you?ll Need:

• 1-2 years proven experience in providing 3rd line support, demonstrating an understanding of technical challenges.
• Good analytical skills to diagnose and troubleshoot intricate issues, driving effective solutions.
• Excellent communication and interpersonal skills to interact with clients and internal teams, translating technical concepts into understandable terms.
• Previous experience handling change requests and leading migrations is highly desirable.
• Proficiency in utilising relevant tools and technologies to execute support and migration tasks**.**
• Demonstrated ability to take ownership of issues and see them through to resolution.
• Experience with PHP, JavaScript, or similar, including the ability to write scripts for data manipulation (e.g., functions, arrays, loops).
• Understanding of JSON, XML, and CSV, including the advantages and disadvantages of each.
• Knowledge of RESTful APIs and how HTTP works under the hood (HTTP Verbs, Status Codes, Headers etc)
• Familiarity with GitHub or similar version control systems.
• Good understanding of internet and data security principles.
• Awareness of DevOps principles and Linux command line tools

What you?ll get in return:

• A competitive salary & career progression at a leading eCommerce iPaaS company
• The very latest Apple tech and everything you'll need to get going
• An inclusive, supportive, "no questions are silly" working environment
• Remote working with the option to work in any of our offices
• 25 days holiday for a healthy work-life balance
• Your birthday off
• A pension scheme
• Access to a wide range of perks and discounts on Perkbox
• A range of health benefits and mental health coverage.

If you are passionate about technology and thrive in a fast-paced environment where you can make a significant impact, we want to hear from you. Apply now and join us in delivering exceptional support and solutions to our valued clients.

Our policy is to employ the best-qualified people and provide equal opportunity for the advancement of employees including promotion and training and not to discriminate against any person because of gender, race, ethnicity, age, sexual orientation, religion, belief or disability.