CALROM - Level 2 Support Engineer

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Location/Division: Calrom Limited

Level 2 Support Engineer

The technology arm of our business, Calrom Limited, is a dynamic, growing company developing advanced pricing, booking, management, & ticketing engines for the travel industry. All our solutions are delivered on a SAAS basis hosted within our own virtualized server infrastructure from datacentres in the UK and overseas, providing robust and scalable service offerings. 

As we continue to grow and therefore are delivering our solutions to more customers around the world, we need to enhance and expand our quality support and assurance team. We are therefore looking for people to join us in this key role of acting as the gateway between the customer and development team to be responsible for receiving, handling, and escalating product support issues across our airline solutions. It is expected that this person with have the following experience and abilities:-

 Duties and Responsibilities

•Handle 2nd line support issues across our product base

•Triage, troubleshoot, and attempt to resolve problems reported by users

•Investigation, escalation, creation, and management of product defect reports to the development team

•Creation of detailed and useful product defect reports for the development team

•Ensure customer are kept updated on the progress of their support issues

•Support the test team in creation, review, and implementation of system test plans, scripts, and harnesses

•Create, review, and maintain product documentation and training material

•Work closely with the development team to understand customer issues and ensure speedy resolution of those issues

•Build detailed knowledge of our product offerings to be able act as a subject matter expert for future enhancement and development efforts

•Act as the ‘voice of the customer’ within the development centre

To apply for the vacancy candidates should create an account and follow the application link above. Please also upload both a current CV and a supporting statement detailing how you meet the requirements of the role and your experience of delivering in the areas outlined in the job description.