Application Support Engineer

Ascertia delivers digital trust products and services globally for Enterprises, Governments and Trust Service Providers. Ascertia solutions enable digital business processes which are fundamentally underpinned by digital trust to ensure that digital identities are proven, and business transactions and signatures are trustworthy. 
Ascertia's digital signature platform and PKI products deliver digital trust across people, devices, data, and documents. At the heart of Ascertia’s digital trust ecosystem is a wide-reaching customer base, 100+ expert partners and integrators which have been delivering Ascertia products, cloud services and apps since 2001. 
Ascertia has experienced solid revenue growth and is hiring new team members to drive further growth, success and take on the larger big-name organisations across the PKI and Digital Signature industries. Ascertia has over 190 full-time employees and is looking for a new Sr application support engineer. This opportunity provides a solid platform for the successful candidate to stretch themselves and work with a talented team to achieve global success. 

Application Support Engineer / Support Service Engineer –permanent position, full time, reporting to Head of Support Services (HSS)

The support Service Engineer will be responsible for client-built on-premises product support, will assist in ongoing customer configuration issues. The Support Service Engineer will be part of a team providing the best level of service in the PKI and high-trust electronic signature industry. The role also involves working closely with Sales, Customer Success, Development and Partners to engage with Ascertia’s customers to fully support and serve their needs.

Key responsibilities include:

Product and Service support:

• Work as member of the Ascertia Support Services team to drive successful outcomes within the defined response times
• Ensure that inbound support requests are clearly defined, categorised and prioritised for effective follow-up while on shift.
• Document each case correctly and provide next steps as required in the online CRM ticketing system.
• Proactively communicate with customers as needed to increase satisfaction
• Use the internal technical knowledge base, suggesting new articles as needed.
• Assist where required to provide internal service status on support cases to the wider Ascertia organisation
• Work closely with Customer Success Team on complex customer deployments, issues or items that need careful management to ensure successful outcomes
• Provide detailed and effective reports of product bugs, recommendations and enhancement requests to the development team.
• Ensure Partner and customer information, including case, deployment and contact details are up to date in cloud case tracking and CRM tools

Technical Skills:

• Working knowledge application servers i.e. IIS Server & Tomcat
• Working knowledge of SQL Databases
• Good exposure to network configuration and related issues
• Good exposure to cybersecurity matters
• Working Knowledge of IT Hardware and Software with
• Experience of providing technical support for software systems / web applications
• Good knowledge of Java and / or .Net applications deployment
• Ability to learn and master new software quickly
• Ability to diagnose and close complex problems
• Written and verbal communication skills

Team communication and feedback

• Become an effective and professional member of the team communicating a “can do” attitude for service, solutions and successful resolutions
• Ensure that there is feedback to relevant teams with any useful information such as upsell opportunities or product innovation items or licensing questions
• Provide feedback to the senior team members on items that could simplify support services efforts or help facilitate larger scale product deployments
• Flexibility is required to work when, where and as required to ensure service tasks are completed quickly and effectively to a consistently high standard, ensuring customer and partner satisfaction. All work is performed on shifts, with some regular out-of-hours shift work a requirement.
• The role requires excellent self-discipline and timekeeping to manage concurrent tasks.

We offer: 

• Market competitive remunerations
• Provident fund, Life insurance and accidental health coverage
• Bi-annual performance-based bonuses
• Bi-annual salary appraisals
• 24 paid holidays per year
• Complementary meals
• Night shift and public holidays allowance
• Team building activities along with regular social events such as cricket, gaming or clubs
• Company sponsored yearly excursion trip