Role: Technical Support Lead/ Lead Support Engineer
Location: Altrincham + some travel
Slicedbread is a very different type of IT consultancy, and we are proud to have turned the traditional consultancy model on its head. With a clear strategy and a culture of fun and enthusiasm, we are committed to transforming our clients businesses through the innovative use of technology.
In January 2014 slicedbread launched one of the most innovative pieces of technology the legal market had ever seen. This technology is a product called, sharedo. Sharedo is an adaptive and flexible case and matter management product. For over 20 years the legal industry had seen little and in some cases no innovation, until sharedo arrived. For more technical information regarding sharedo please see the ‘a bit more about tech’ section a little later on.
If you’re passionate about technology, and are a true problem solver then keep reading.
We’re looking for someone that eats, drinks and sleeps technology. Someone who has full-stack experience in Microsoft products and is open to continuing to learn and further their knowledge. That said, we also want someone who understands that there is life beyond the keyboard. If you want to work with smart people, using interesting & bleeding edge technology, enjoy a lively debate without egos or corporate bullshit, and simply enjoy supporting clients and their software then this role could be for you.
The support team at slicedbread is a critical part of our future success. To that end, we are looking for someone who can lead the technology delivery of our support team. We want someone who is up for the challenge of not only supporting our clients but building a team of support engineers from the best people out there. We take the success of our customers incredibly seriously. We feel their joy. We feel their pain. Are you up for the challenge?
The Lead Support Engineer is responsible for providing high-quality technical support for the slicedbread software, managing the delivery of updates and enhancements to our clients live systems and in time. We will be looking for them to help build our technical support capability, helping us to find the right people for our support team and defining the processes that we use to release and manage the delivery of support to our clients.
The Lead Support Engineer will assist the Client Services Manager in delivering solutions to both technical and non-technical end users while also supporting a wide range of technologies. Support Engineers ‘may’ be required to be on-call on a rotating basis throughout the year.
Additional responsibilities include:
- Taking ownership of technical issues, and working with our Development group to resolve more advanced issues when necessary
- Resolving escalated customer complaints without the need for intervention by the Client Services Manager
- Establishing best practice processes for delivering problem resolutions
- Documenting troubleshooting and problem resolution steps
- Working with our testing team to make sure any fix is ready for release before the client release.
- Participation in providing training to customers as required
Technical skills that would be particularly useful:
- .NET Framework
Attitude wise we expect want opinions but not egos, and at this level you should understand that the customer solution comes first, and shipping software is often the most important, and most often overlooked feature.
Based predominantly at our offices in Altrincham, Cheshire and with a flexible home working policy. There may be periods of time on our client sites, but we do our best to minimise these – you certainly won’t be a “road warrior”!
If you’ve gotten this far and are still thinking “this is me!” then please drop us a line – Slicedbread is the kind of place the awesome people like you deserve to work!
A bit more about tech
Technology wise we are a “.NET shop”, but not a stodgy, stereotypical, Microsoft Kool-Aid kind of “.NET shop”. We primarily focus on the Microsoft stack, but embrace alternative solutions such as Nancy, GetEventStore, RabbitMQ, KnockoutJS and PetaPoco (to name a few). We expect candidates to have a solid knowledge of “Microsoft-land”, but also a strong interest in Open Source and these alternative solutions – you may not have commercial experience building with the alternatives, but if you’re the kind of person that loves to learn, and strives for self-improvement, then that’s the kind of person we’re looking for – if you can also show us some Open Source contributions that would also earn you some serious Brownie Point
Slicedbread is a strategic technology consulting firm helping the UK’s leading organisations to leverage technology for gains in operational efficiency and competitive advantage. We focus on true value added consultancy services – strategic advice, management, architecture and governance – providing this in partnership with our clients, augmenting not replacing their internal capacity; giving them the management bandwidth to exploit technology strategies.
Since inception, our business model has been based on providing our clients proven expertise and a focus on value which has proved to be extremely successful. This success has driven our ambitious plans for further market penetration and growth. To achieve this, we strive to have the best brains in the business to generate the most innovative ideas and strategic advice for our clients. As such, we are looking to identify a talented individual to play a key role on the management team which will genuinely make a positive difference to our company.
Central to our ethos is the empowerment of our people to be entrepreneurial and free thinking – providing the freedom to make the right decisions, knowledge to make these in an informed manner, with tools and processes to support the execution. To the right candidate, we will offer the dynamism, autonomy and opportunity for growth that comes from a small and personal employment environment without the bureaucracy, work-life sacrifices and restrictive career development associated with ‘global’ consulting environments.
This is a rare opportunity to develop a diverse role requiring for someone who can grasp the entrepreneurial spirit. As such, we are offering a flexible and generous package.
Location: North West