L3 Application Support Engineer

About Phorest
Would you like to create the future of a product used by thousands of businesses and millions of consumers? Phorest Salon Software powers over 11,000 hair and beauty salons in Ireland, UK, Germany, Australia, Finland, USA, Canada, UAE and Netherlands and the platform processes 7 million appointments a month for hair and beauty consumers. Phorest is the number 1 salon software brand for premium independent salons in those markets and our next goal is to become a platform upon which other companies can build applications for premium salons.

Our system touches every point of the salon experience. We have the in-salon software desktop application, Phorest Go (the native staff application), online bookings website for salons, and custom native apps per salon. In a typical month, Phorest processes 3 million appointments and we send over 3 million SMS and 4 million emails. We process 200k online bookings per month and over 150 custom built white label native apps.

The Opportunity
You will join the Payments product group and work with our engineers and product managers to be the voice of the customer and ensure we are aware of, and fixing their pain points. On your journey, you will become a subject matter expert in Checkout and Payment areas, making sure we can always take payments from the end clients, pay the money out to the salons, or refund it if needed.

We’re already processing money in the billions, so this is a position with a lot of impact. Excellent communication is essential in a dynamic environment. You will be deeply emerged in product development teams and report into our engineering manager who will support your growth as a support engineer and on your potential future path.

What You/'ll Do

Deliver a high standard of technical customer service and building strong customer relationships

Production issue troubleshooting, resolution, and root cause analysis - you will have access and learn to use our advanced production monitoring tools

Be part of a team of software engineers, attending daily stand-ups, and planning sessions

Investigation of uncaptured payments in the system to make sure we capture all the funds we’re meant to receive and don’t block funds we’re not meant to keep

Escalation of appropriate issues to the Product and Development teams

Creating and maintaining concise and clear knowledge articles

Show curiosity and willingness to learn the technical details behind our systems; dive deep with engineers to understand how things work, ask questions, and build enough technical knowledge to act as a strong shield for the team

Who You Are

You have application support experience for high traffic web / cloud based systems, or experience in other technical roles like QA or software engineering

Experience with relational databases (e.g. MySQL, Oracle)

Experience working with REST API (JSON)

Ability to read and analyse application and/or database logs and use observability tools to spot issues, support troubleshooting, and grow as a strong technical partner to the team

Demonstrated ability to exercise judgement to determine appropriate solutions to complex customer technical issues

Ability to effectively collaborate with folks across multiple disciplines to ensure that key business needs are addressed

Ability to adapt quickly to changing priorities and customer needs

Growth mindset - willingness to hone and develop your skills

Basic understanding of fundamentals of programming

Desirable Skills

Knowledge of the fundamentals of card payments processing

Technical knowledge and/or experience with ecommerce and checkout processing

Experience with one or more SAAS logging or reporting platforms

Experience working with applications deployed on AWS Infrastructures

Working knowledge of Java

Working knowledge of frontend technologies (HTML / Javascript / Ember / React Native)

Benefits
Your wellbeing is important to us - we provide private healthcare, 2 Wellness Days, an employee assistance program and a free online GP service.

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 support the women who work in Phorest by offering 2 weeks leave for Fertility Treatment, Pregnancy Loss and Menopause.

We care for your family and provide Enhanced Maternity and Paternity Benefits.

We grow our own timber We provide a great learning environment and extensive development opportunities. We run development programs and provide access to many online resources including LinkedIn learning.

Moving house? Phorest employees get 3 moving days.

Want to learn more about Phorest? Check out nothingventured.rocks for our blog and Insights on building an evergreen company from the team here at Phorest.

Phorest is an equal opportunity employer. For this position, flexi-time and working from home is possible. We are also open to remote work. Get in touch to ask for more information or to chat about your future with Phorest

Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalised folks tend to only apply when they check every box. So if you think you have what it takes, but don/'t necessarily meet every single point on the job description, please still get in touch. We/'d love to have a chat and see if you could be a great fit.

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