About Phorest Salon Software

Phorest Salon Software powers 8,000 Hair & Beauty salons globally and is the market leader in software in the UK and Ireland. Phorest has been named in the Deloitte Fastest 50 growing companies in Ireland for the last 6 years in a row.

Our mission is to help salon owners grow their business by getting their clients back more often spending more. We currently do that through offering world class marketing tools such as unique branded apps, loyalty programs, SMS + Email marketing solutions and social tools that all sit on top of our easy to use salon software. Our goal over the next 3 years is to become the platform that hundreds of other companies build applications for salon owners on top of.
 

The Opportunity

Phorest is looking to expand our global Level 3 (L3) Support Team to help meet the growing needs of our business and is seeking a new L3 Technical Support Engineer. 

What you will do

• Delivering a high standard of customer service and building strong customer relationships
• Working with the regional support teams to communicate considered, customised solutions that help customers overcome challenges and grow their business
• Production issue troubleshooting and resolution
• Root cause analysis
• Escalation of appropriate issues to the Product and Development teams
• Mentoring for Level 2 (L2) and junior L3 support engineers to help them progress in their career
• Creating knowledge articles

Excellent communication is essential in a dynamic environment such as the one you will be part of in Phorest. The ideal candidate will also enjoy exploring the potential of new ways of working more efficiently for our customer

Who you are

• 3rd level qualification in computer science or similar technical discipline
• Minimum of 3+ years experience implementing, testing or supporting complex software applications in a SaaS environment
• Excellent critical thinking and problem solving skills
• Previous experience using ticketing tools (ZenDesk, JIRA)
• Excellent communication skills, both verbal and written, to clients, business and engineering audiences.
• Strong mentoring skills
• Well organised with the ability to multitask
   

Essential Skills

• Technical support, QA or development experience for high traffic web / cloud based systems
• Good experience with relational databases (e.g. MySQL, Oracle)
• Sound knowledge of frontend technologies (HTML / Javascript / Ember / React Native / Swing)
• Experience developing/integrating/testing REST API (JSON)
• Ability to read and analyse application and database logs
• Demonstrated ability to exercise judgement to determine appropriate solutions to customer technical issues
• Ability to build and maintain a positive, collaborative relationship across all disciplines, while ensuring that key business drivers are addressed
• Ability to adapt quickly to changing priorities and customer needs
• Demonstrated ability to suggest and implement improvements to internal processes

Desirable Skills

• Team lead and/or scrum master experience
• Experience working with applications deployed on AWS Infrastructures
• Experience with one or more of the following: Periscope Data, LogEntries,
• Docker, MySQL Workbench, Sentry, Rapid7, Looker
• Working knowledge of Java

Benefits

🧘Your wellbeing is important to us - we provide private healthcare, an employee assistance program and a free online GP service (WebDoc).

💰As part of our Financial Wellbeing, we provide competitive Compensation, an Employee Share Purchase Scheme,  Pension, Life Assurance, and Income Protection.

🚵🏿  We help you travel by providing a bike to work scheme as well as tax saver transport tickets. 

🍼We care for your family and provide Enhanced Maternity and Paternity benefits. 

🌳We grow our own timber! We provide a great learning environment including an extensive onboarding program.

🤓Career development is important to us. We even have our own in-house Learning and Development/Business coach and many online resources including LinkedIn learning. 

😎We don’t believe in formal dress codes. We prefer things casual.