DayshapeDA

Application Support Engineer (US)

Dayshape provides AI-powered resource management software for professional services firms, optimizing planning, staffing, and allocation to enhance efficiency and profitability. Its platform offers features like automated scheduling, real-time financials, and skills tracking to help firms meet targets and improve client service.

Dayshape

Employee count: 51-200

Salary: 75k-95k USD

United States only

About us

We’re Dayshape—an award-winning software scale-up with big ambitions and the momentum to match. Trusted by Big Four and many other top professional services firms globally, our AI-powered resource management platform is helping organizations to achieve extraordinary results. 

Our enterprise platform stands apart as the only solution that combines advanced AI, real-time project financials, and firm-wide insights to elevate resource management to a strategic function. By driving profitable growth, powering confident decisions, and ensuring satisfied clients and teams—we're helping our customers build strong organizations and careers for the long term.

Why our customers love Dayshape:

  • We help professional firms optimize margins and increase revenue, unlocking access to more profitable work. 
  • We provide complete operational visibility today and the tools to confidently predict tomorrow. 
  • We empower firms to be where top talent wants to work and where top clients want to buy from.

Recognized as Scotland’s fastest-growing tech company in the Deloitte Technology Fast 50 for three consecutive years, we’ve consistently proven our ability to innovate and deliver real impact—and we’re always looking for like-minded people to join us.

At Dayshape, our purpose is to improve people's working lives, and our culture is an important driving force in helping us to do just that. We're a friendly, inclusive, and ambitious team—driven by our values and a shared commitment to success. If you’re ready to join a fast-growing, high-impact company that’s reimagining resource management, then let’s talk.

About the role

Despite being a small company, our customers include some of the world’s largest professional services firms and we’re now supporting customers across multiple time zones. We’re looking for our first US application support engineer to support our growing customer base in North America.

The working hours overlap with our growing US team, but the successful candidate will need to be self-reliant, as there will be limited overlap with our UK engineering teams.

Our customers each have thousands of users, who are looked after by their own internal support teams for 1st 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
  • Manage tickets in Freshdesk, raising comprehensive JIRA tickets to engage engineers
  • Resolve tickets directly when no code changes are required
  • Triage tickets based on various internal and external priorities
  • Contribute towards the creation of support docs, 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
  • Manage the deployment infrastructure for internal environments in Azure and be responsible for shipping releases out to customers

About you

  • Demonstrable experience in application support for external customers as a L2 or L3 support engineer. You must be able to translate technical back into the customer’s language without following a well-defined script.
  • You will be working US hours in a UK headquartered company - you will have limited overlap with a majority of the company so you will need to be independent and a self starter
  • Experience supporting customers in an enterprise environment, building long-term relationships with key contacts
  • Keen to be hands-on and actively involved in issue resolution
  • Passionate about technology and delighting customers
  • A technological generalist - able to turn your hand to just about anything
  • 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
  • Knowledge of SQL - able to write and run scripts
  • Knowledge of JavaScript – able to amend and write conditions

Bonus points

  • Our software uses technology such as Vue, Json, .net - experience working with or an understanding of one or more of these is an advantage
  • We host our customers within Microsoft Azure, so knowledge of this cloud or a similar provider is an advantage
  • Experience working with software integrations - ideally using Azure Data Factory
  • An understanding of how large professional services firms operate (we work with global enterprise customers such as PwC, Deloitte and Grant Thornton)
  • Experience working with and communicating with a geographically distributed team

What you’ll get

  • Salary $75,000 - $95,000 dependent on experience
  • Generous allowance of 20 vacation days plus public holidays on top
  • Vacation days increasing by 1 day each year of service to a maximum of 27 days
  • Comprehensive healthcare plan
  • 401k
  • At least $1,400 per year to spend on professional and personal development
  • Regular All Hands meeting for inspiration and over-communication
  • Monthly team events (sometimes in-person, sometimes virtual)
  • Volunteering time – up to 20 hours a year to participate in volunteer work
  • Innovation Week twice a year - a chance to experiment and work off-project
  • Genuinely nice, smart people to work with, who are excited about growing our company

Working Details

This is a full-time role (37.5 hours per week), working 11:00 - 19:30 (CT) from Monday to Friday.

We are looking for someone to join the team remotely in/around Austin, Texas, in order to support customers across the United States, and to facilitate occasional in-person collaboration with others within the US team.

Join the team!

Equality of opportunity is more than just a responsibility: we believe it’s a huge advantage to welcome a variety of experiences and perspectives into the team. Diversity is a great asset and, as such, we strongly encourage applications from any background.

This is your opportunity to really influence how we get things done, and how our product helps our customers improve their working lives. We're doing well, but there's lots more to do in order to maintain the high bar and pace that we've set.

Everyone here is growing personally as the company grows, so if that sounds like something you’d like to be part of, we’d love to see your application.

The deadline for applications is 9am CT, Monday 19th May.

Please note the successful candidate for this role will be subject to background checks and will have an opportunity to declare anything to us beforehand.

About the job

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Job type

Full Time

Experience level

Mid-level

Salary

Salary: 75k-95k USD

Location requirements

Hiring timezones

United States +/- 0 hours

About Dayshape

Learn more about Dayshape and their company culture.

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Many of our customers in professional services firms grapple with the complexities of resource management. They face challenges in optimizing project planning, staffing, and resource allocation, which can impact overall efficiency and profitability. This is why Dayshape developed an AI-powered resource management software designed to help these firms meet profit and growth targets, enhance client service standards, and offer more rewarding careers for their employees. Our platform leverages advanced AI, real-time project financials, and firm-wide insights to elevate resource management to a strategic function. We understand that our customers need to make informed decisions to improve operational effectiveness. Dayshape's technology permits optimal use of their resources by eliminating the need to produce staff rotas, delivery routes, and work schedules manually and automating multi-task coordination. This enables businesses to fulfill significant projects, minimize their administration overhead, and maintain client focus.

Our customers often find it difficult to gain instant firm-wide insights and resolve clashes to improve utilization and project quality. Dayshape addresses this by providing an intuitive Gantt chart and suitability scoring that considers skills, qualifications, location, and availability to find the best-fit people for projects, which also aids in retaining top talent. We help our customers build resource plans, manage budgets, and handle approvals all in one system, simplifying and defining review, approval, and budget creation processes. They can reuse and roll forward past plans, saving hours of planning and corrections. For firms dealing with complex skill sets, frequent operational changes, and expansion across multiple locations, integrated solutions are crucial. Dayshape, in strategic partnership with Workday, offers a solution that leverages AI resourcing capabilities with a top-tier ERP platform, streamlining the resource management process and uplifting revenue and profit. Our mission is to improve people's working lives by harnessing the power of AI and data to elevate resource management in professional services firms to a strategic function, helping them drive revenue, deliver insights for better decision-making, and build strong organizations and fulfilling careers.

Employee benefits

Learn about the employee benefits and perks provided at Dayshape.

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Enhanced family leave policies

Enhanced family leave policies.

Share options

Everyone in the company has share options.

Weekly All Hands meeting

Weekly All Hands meeting for inspiration and over-communication.

Innovation Week

Innovation Week twice a year, a chance to experiment and work off-project.

View Dayshape's employee benefits
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Dayshape

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