This role suits someone who’s comfortable with technical problem-solving, has a solid grasp of system architecture, and enjoys the challenge of going beyond surface-level fixes. You’ll work closely with our support, product, and development teams to keep issues moving and customers supported.
Technical Troubleshooting
· Diagnose complex configuration issues affecting application functionality
· Spot trends and patterns in error logs and translate them into actionable insights
· Run diagnostic queries on the database and interpret results to aid issue resolution
· Resolve integration issues with third-party products (e.g., Shiptheory, Amazon)
· Identify and help resolve performance bottlenecks within the application
· Capture clear replication steps for bugs or unexpected behaviour
System Administration
· Execute database queries using pre-approved SQL scripts
· Manage scheduled jobs and batch processes
· Maintain user access controls and configure system security settings
· Support system patching and updates
· Monitor key health metrics such as disk space and scheduled task status
Technical Skills
· Working knowledge of SQL and database structures
· Understanding of system architecture and application layers
· Familiarity with API interactions and integration troubleshooting
· Awareness of performance tuning principles
· Basic grasp of networking and connectivity dependencies
When You Escalate
You'll know when an issue needs to move up the chain. Some common flags include:
· Problems requiring code-level analysis or undocumented behaviour.
· Performance degradation without clear cause.
· Time-sensitive or high-impact issues (e.g., blocking a go-live).
· Issues reproducible in production but not test environments.
· Gaps in the current documentation or solutions requiring product changes.
· Enjoy tackling technical puzzles and finding the root cause, not just the symptoms
· Can communicate complex findings clearly to both technical and non-technical colleagues and customers
· Are methodical, curious, and not afraid to say, "I don’t know — yet
· Work well under pressure and can prioritise across multiple issues
This is a great opportunity to deepen your technical expertise in a supportive environment. You'll work on a growing ERP platform with an enthusiastic and collaborative team, making a direct impact on how we support our customers and deliver value
