2nd Line Support

Support Engineer / Application Support / 2nd Line Support / SaaS / Hybrid / Permanent / Cardiff / £32,000pa

Vivo Talent are partnering with a growing SaaS business in Cardiff that is undergoing an exciting period of transformation, scaling both its products and the way its teams operate.

They're looking for a 2nd Line Support Engineer to act as a key technical point of contact for customers and internal stakeholders, resolving incidents and service requests while delivering an exceptional support experience.

This is an excellent opportunity for someone with a product-focused mindset who enjoys getting to the root cause of issues, understanding the "why" behind problems and contributing to long-term improvements rather than simply closing tickets.

Key Responsibilities

Act as the escalation point for incidents.

Troubleshoot issues using logs, configuration reviews and SQL queries.
Own incidents through to resolution, ensuring accurate prioritisation and SLA compliance.
Participate in major incident management and provide timely customer updates.
Perform first-line diagnostics and escalate issues where required.

Ensure requests are validated, compliant and delivered within SLA targets.
Support reporting activities for the Team Leader.

Identify recurring issues and improve support processes through knowledge sharing.

Skills & Experience

1-3 years' experience in Application or Product Support (B2B/SaaS preferred).
Strong troubleshooting and analytical skills.
Good understanding of ITIL 4 principles.
Strong SQL skills for querying, data validation and troubleshooting.
Excellent communication and stakeholder management skills.

If you'd like to hear more about this opportunity then please get in touch with any questions that you have or an up-to-date CV.

Support Engineer / Application Support / 2nd Line Support / SaaS / Hybrid / Permanent / Cardiff / £32,000pa

Support Engineer / Application Support / 2nd Line Support / SaaS / Hybrid / Permanent / Cardiff / £32,000pai

Support Engineer / Application Support / 2nd Line Support / SaaS / Hybrid / Permanent / Cardiff / £32,000pa