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Senior Technical Support Specialist

3 weeks ago

Bray, Wicklow, Ireland SD Worx Full time

About SD Worx

SD Worx is a leading European provider of Payroll & HR services, supporting companies of all sizes with solutions that transform Human Resources into a source of business value. With a strong presence in Ireland for over 28 years, we provide best-in-class payroll software and services, trusted by the Big 4 and major payroll processors.

We pay 20% of corporate Ireland and serve global clients across industries. Our mission is to drive excellence through innovation, expertise, and a customer-first approach.

What We Offer

  • An attractive salary based on your experience and achievement. And the freedom to compose your personal benefit package.
  • A dynamic environment: flexible working hours and working from home
  • Learning opportunities: through an individual development plan and professional training
  • Career growth: whether you want to become more of an expert in your field or you want to expand your knowledge more horizontally, there is always room to grow within SD Worx
The Role

The Senior Support Engineer is a high-level technical expert responsible for handling advanced customer issues, driving service improvements, and mentoring junior team members. This role acts as a bridge between frontline support and technical escalation teams, ensuring complex customer issues are resolved efficiently while enhancing the overall support process.

Key ResponsibilitiesTechnical Expertise & Problem-Solving
  • Act as a subject matter expert (SME) in SD Worx payroll/HR software, handling complex customer queries that require deep technical investigation.
  • Own and drive the resolution of high-priority technical issues, collaborating with internal engineering, product development, and infrastructure teams as needed.
  • Conduct in-depth troubleshooting, leveraging SQL, API calls, and system logs to diagnose and resolve software defects or misconfigurations.
  • Ensure root cause analysis (RCA) is performed and documented for recurring issues, reducing future support cases.
  • Continuously identify and implement process improvements to enhance the efficiency of the support function.
Customer Engagement & Issue Resolution
  • Provide technical support on SD Worx suite of payroll/HR products via voice and email.
  • Ensure 100% customer satisfaction on calls and emails.
  • Own the calls from start to completion - even when support from other colleagues is required.
  • Serve as an escalation point for complex customer cases, ensuring timely and professional resolution.
  • Provide consultative support to customers, helping them optimize their use of SD Worx solutions.
  • Lead technical discussions with enterprise clients, ensuring clear communication of resolutions, workarounds, and long-term solutions.
  • Partner with account management and implementation teams to ensure smooth customer transitions and knowledge sharing.
Mentorship & Leadership
  • Provide technical coaching and mentoring to junior and mid-level support engineers, fostering knowledge growth within the team.
  • Conduct training sessions and workshops to improve team technical capabilities in SQL, troubleshooting methodologies, and advanced product functionality.
  • Collaborate with the Customer Support Manager to define best practices, support policies, and training programs.
Process Improvement & Innovation
  • Identify trends in customer issues and work with Product and Engineering teams to drive systemic fixes.
  • Contribute to the development of support automation tools, such as self-service knowledge bases and diagnostic utilities.
  • Assist in defining SLAs, KPIs, and operational improvements for the support team, ensuring continuous enhancement in service delivery.