About us Dayshape is an AI powered resource management software company that is growing quickly around the world. Our customers include accountancy firms from the Big Four and global top 10. We’ve been recognised as Scotland’s fastest growing tech company in the Deloitte Technology Fast 50 for three consecutive years, and in 2022 ranked in the top 100 fastest growing European companies in the FT 1000. As a company, we live our values every day. We will be committed to your well-being and career progression, and support you in developing your professional interests. Why we’re hiring Despite being a small company, our customers include some of the world’s largest professional services firms. Following successful implementations to firms in the UK, throughout Europe, and North America, our support team has grown quickly and we’re now supporting customers across multiple time zones. We’re looking for a new person to join the team on an early shift (see working details below) to support the growing customer base in APAC. Our customers each have thousands of users, who are looked after by their own internal support teams for 1st and 2nd line issues. However, the more complex stuff comes to us, and that's where you come in. What you’ll do ● Review support tickets (including reviewing logs) and prepare them for software engineers to fix, when needed ● Resolve tickets directly where no code changes are required ● Triage tickets based on various internal and external priorities ● Contribute towards the creation of support documentation, including user guides, videos, and other self-help resources for customers ● Be an expert user of our product, able to answer all questions from customers and colleagues ● Use bug report data to help the company continuously improve testing and product quality ● Help to ensure support is the go-to team for anything product-related ● Provide customer feedback to the product team and contribute towards shaping the product roadmap ● Continuously review our processes to identify opportunities for improvement including feeding product supportability improvements back into the product and engineering teams ● Manage the deployment infrastructure for internal environments in Azure and be responsible for shipping releases out to customers. About you ● Excellent English speaker ● Passionate about technology and delighting customers ● A technological generalist - able to turn your hand to just about anything ● Demonstrable experience in application support for external customers as a L2 or L3 support engineer - this is not a call centre type role with a well defined script to follow ● Excellent communication skills, both with customers and internal technical teams ● Comfortable challenging and raising issues at any level ● Analytical and methodical approach to solving problems ● Very inquisitive and a natural problem solver ● Experienced in a software support role and with liaising with engineering teams, and able to translate technical back into customer language ● Keen to be hands-on and actively involved in issue resolution ● Experience supporting customers in an enterprise environment, building long-term relationships with key contacts ● Knowledge of SQL - able to write and run scripts ● Experience working with software integrations - using Azure Data Factory ideally ● We host our customers within Microsoft Azure, so knowledge of this cloud provider is key, ideally you’ll have an Azure certification ● Our software uses technology such as Vue, Json, .net, SQL, an understanding of all or some of these is mandatory ● Tickets are managed in Freshdesk, and internally we use JIRA to communicate with engineers and slack as a general communication tool. We are currently on google suite but likely to migrate to Microsoft including Teams, Office etc in 2023. Knowledge of these tools is an advantage. ● We work with global enterprise customers such as PwC, Deloitte, Grant Thornton, so an understanding of how large professional services firms like this operate would be awesome. Working Hours: This is a full-time role (UK standard is 37.5 hours per week not sure what Philippines is?), typically working Monday to Friday 21:00 to 08:00 in the UK timezone so I would expect one resource to start at 21:00 and work through to 05:30 and one to start at 23:30 and work through to 08:00. This allows a 1 hour overlap each side with our existing UK team. We'll increase the number of resources as we bring on more customers. I would need to review whether these hours work and whether they need slightly adjusting as we go. During onboarding (first 1 month I should think) the work hours will most likely be 08:30 - 17:00 so that we can have that time working alongside our existing UK team. Job Type: Full-time Schedule: 8 hour shift Ability to commute/relocate: Ortigas Pasig: Reliably commute or planning to relocate before starting work (Required)