Web Platform Support Engineer

About InstaVolt:

InstaVolt is the largest owner operator of rapid electric vehicle charging stations across the UK and we pride ourselves on customer experience and satisfaction. Our teams provide a full range of support to our stations, as well as playing a crucial role in the expansion of the network and the continuation of our reputation as best in the industry.

To support our growth, we are looking to recruit a Web Platform Support Engineer (2nd/3rd Line), to help deliver business objectives.

You will be responsible for providing technical assistance and support for our Web based & Mobile applications to our internal and customers. You will work closely with both Customer Support Engineers and the development team to investigate, diagnose and resolve complex issues, ensuring minimal disruption to business operations. This role requires a strong technical background, excellent problem-solving skills, and the ability to communicate effectively with various stakeholders.

This role is based at our HQ on Chineham Business Park and will be primarily office based with some flexibility to work from home each week.

About the role:

• Troubleshooting and Issue Resolution: Investigate and resolve technical issues reported by end-users related to our inhouse software applications. This may involve analysing log files, debugging code, and conducting system tests to identify the root cause of problems.
• Escalation Management: Serve as the point of escalation for Customer Support Engineers, providing guidance and assistance in resolving escalated issues in a timely manner. Collaborate with other support teams and developers to address complex issues that require specialised expertise.
• Incident Management: Manage and prioritise incidents according to their impact on business operations. Ensure that incidents are logged, tracked, and resolved within agreed-upon SLA (Service Level Agreement) timelines. Communicate effectively with stakeholders, providing regular updates on the status of incidents.
• Documentation and Knowledge Sharing: Document troubleshooting procedures, solutions, and best practices for future reference. Share knowledge and insights with colleagues to improve overall support efficiency and effectiveness.
• Continuous Improvement: Identify recurring issues and areas for improvement in software applications, processes, and systems. Work proactively to identify solutions and enhancements that enhance the stability, performance, and User Experience.
• User Training and Support: Provide training and support to end-users on the use of our applications, helping them to troubleshoot common issues. Develop user guides, FAQs, and other support materials as needed.

Technology:

• Hands on experience of relational databases and experienced in SQL (JOINS/VIEWS/FUNCTIONS)
• Full understanding of Rest Style API and Authentication methods – use of Postman desirable
• Practical understanding of Web base application technologies
• Experience with a cloud platform (AWS, Azure or Google Cloud)
• Code Literate – preferably Python or Typescript. (Desirable)
• Jira Service Desk (Desirable)

Skills we are looking for:

• Proven experience in web-based application support, preferably a 3rd Line role.
• Strong technical proficiency in troubleshooting web-based applications, including databases, APIs, and mobile applications.
• Excellent problem-solving skills and attention to detail.
• Effective communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
• Ability to work independently and collaboratively in a fast-paced environment, managing multiple priorities effectively.
• Computer Science qualification, or a related experience.
• Experience with incident management frameworks is desirable.

Other benefits to include:

• Competitive salary – dependent on experience & qualifications
• 10% discretionary annual bonus
• Company sick pay (30 days full pay & 30 days half pay per annum)
• 25 days holiday + Bank Holidays
• Life insurance at 3 x annual salary from day 1
• Admission to pension scheme following successful completion of probationary period
• Ongoing training in career building avenues, health & safety and any other area that will be of benefit to the business and the employee
• Opportunity to enrol onto our salary sacrifice EV scheme
• Cycle to work scheme
• Access to PerkPal platform
• Quarterly company events
• Free snacks & drinks in the office
• Free office parking

One last thing… We’re an equal opportunity employer. We are committed to equality and diversity and all applicants will be considered for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, or disability status.