Tier III Support Engineer

The Role

This is a hybrid role involving Technical Support and Software Development.

In order to be considered for the position you MUST have worked in a Technical Support function AND have a high competence in PHP. If you do not have both these competencies then please do not apply ~ your application will not make it past the initial CV filtering process.

Working as part of a small remote team, the successful candidate will provide technical support and expertise to customers by testing and maintaining applications and responding to feedback.
Additionally, they will act as a bridge between customers and engineering teams ensuring uMotif deliver applications that respond to client needs and provide innovative solutions to common problems. They will also perform customer installations, and work with delivery service teams to ensure the best client experience.
The successful candidate will also perform prototyping and code reviews to ensure products are satisfactory. This will involve debug, test, code, improve, and redesign tasks, as well as responding to customer issues, and working with other colleagues to provide updated software that solves any issues.

What will you do?

In this role, you will be:

• Working in a small team providing Tier III Technical Support to uMotif customers
• Investigating and solving complex 3rd line support issues with well-structured technical solutions
• Providing continuous technical support during core US working hours, collaborating with entire Delivery Service Team
• Collaborating closely with colleagues from other departments to ensure uMotif provides a complete support solution to clients
• Maintaining a high standard of Jira hygiene on tickets worked on
• Providing bespoke coding, configuration and client facing reports, specifically working on changes to live projects (including both issue resolution as well as new features)
• Unit testing the functionality of newly released mobile software with IOS and Android emulation
• Deploying updates to both Test and Production environments
• Assisting in the planning of software releases to live studies (including defining the scope of work, estimating effort and scheduling of the work) prioritizing with assistance from Professional Services and leadership
• Maintaining a high standard of code tagging and branching
• Investigating and recommending resolutions to issues arising during UAT
• Acting as data manager/controller for Production including reviewing and executing SQL scripts

What you need to succeed

Required skills and competences:

Essential Skills:

• A passion for solving technical problems to ensure any issues that arise during the design and testing processes are fixed in a timely fashion
• Experience of working in close collaboration with Technical Support colleagues, with a keen focus on troubleshooting and delivering high quality interventions at speed to resolve issues with customer deployments
• Good PHP knowledge and coding competence
• Communication skills to provide instructions to all parties included in the project and answer all questions a customer may have on how the uMotif solutions work
• Attentiveness to detail to ensure all parts of an application come together and work as intended
• Interpersonal skills and excellent verbal/written communication to be able to work with clients and project teams in a remote environment
• Experience working within regulated environments, for example GDPR, GCP and HIPAA

• Javascript / jquery knowledge to manipulate the DOM
• An understanding of Laravel a plus, but any MVC experience also applicable
• Competent with development and version control using git
• AWS knowledge, Docker, Mac and/or Unix command line
• Extensive MySQL/SQL knowledge and experience, including scripting
• Jira experience, sprints, Agile methodology
• An understanding of JSON notation

uMotif is an equal opportunity employer

We positively encourage applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.
We want everyone at uMotif to be comfortable bringing their true self to work.
That means acknowledging your personality, including the quirky bits, and bringing your interests, hopes, dreams, and even fears with you is fine, even if they don't seem relevant to your work.