2nd Line Application Support Specialist

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Job Title:

2nd Line Application Support Specialist

Department:

Client Services Department

Reports To:

Client Services Manager

Location:

Shoreham by Sea

Salary:

Entry Level

Full Time:

Monday - Friday, 9am - 5:00pm

About WAER Systems

At WAER Systems, we’ve been designing, developing, and implementing warehouse management solutions for over two decades. Our flagship product, WAERlinx, is an intuitive and flexible Warehouse Management System (WMS) tailored for businesses using NetSuite. Our solutions have delivered significant supply chain improvements for customers across various industries, including global aerospace manufacturers. Driven by a spirit of innovation and excellence, WAER Systems has expanded into diverse sectors, helping businesses worldwide run complex warehouse operations with efficiency and precision.

Role Summary

As a 2nd Line Application Support Specialist, you will deliver expert technical support for our WAERlinx WMS. Your responsibilities include triaging and resolving complex application issues, investigating bugs, and ensuring high customer satisfaction. You will primarily focus on troubleshooting system issues, leveraging Unix commands and PostgreSQL databases for investigations. This role also includes participation in a rotating on-call schedule, where additional compensation is provided.

Key Responsibilities:

• Troubleshoot and resolve support cases, including memory issues and downtime.
• Receive, triage, and prioritise incoming support tickets, ensuring timely resolution and adherence to SLAs.
• Replicate customer-reported bugs and provide detailed bug reports for the development team.
• Provide expert technical support to customers via phone, email, and the service desk, ensuring clear and professional communication.
• Contribute to the development and maintenance of our internal knowledge base.
• Communicate effectively with customers, providing clear and concise technical support and guidance.
• Occasional out of hours work will be required on a rota basis.

Preferred Skills:

• Knowledge of PostgreSQL databases.
• Knowledge of warehouse management and/or supply chain operations.
• Experience with cloud-based applications, preferably NetSuite or other ERP systems.
• Knowledge of SQL for querying, data manipulation, and analysis.
• Use of Jira ticketing system or similar applications.

Requirements:

• Experience with Linux command-line interface, including troubleshooting and system administration tasks.
• Good written and verbal communication skills.
• Ability to work effectively as part of a team and independently.
• Self-motivated with a proactive approach.
• Strong organisational and time-management skills.
• Ability to work outside of standard working hours when required.

Seniority Level:

Entry level

Employment Type:

Full-time

Job Function:

Information Technology

Industries:

IT Services and IT Consulting