Role: Technical Support – Software Services - SaaS Application Support Engineer - AWS, LinuxLocation: Epsom, Surrey Salary: £competitive Home working:There will be some flexibility as it will be linked to managing cloud services which in theory can be done from anywhere.Being in the office will be useful for any integration testing, i.e. devices communicating with the cloud, but this will be as required. There will obviously be the learning period which is generally more effective when done in person. This role is exclusive to People Source so you must apply via this job advertThis role specifically provides first and second line technical support to our customers (major water utilities) using our leading edge solution telemetry system software ’Canvas.’ This can be run on in-house infrastructure or hosted on cloud environments (AWS).A customer focused role with a strong technical background, that will provide front line support to ensure that the software service is maintained and operational for our customers. Responding to a wide range of requests the role will also involve investigating and resolving technical issues as they arise requiring an ability to think on your feet and provide clear information to customers.The role will work across Engineering, Operational and Product Management teams to provide world-class support to our customers that delivers right first time and delights our customers.Principal AccountabilitiesProvide technical customer support for the telemetry SaaS solutionInvestigate and resolve technical issues providing timely resolution and guidanceAbility to prioritise requests and tickets and follow through to completionDevelop and maintain clear communication channels to customersCreate clear, easy to follow knowledgebase articles for internal use and customersProvide appropriate feedback to business regarding service and issuesLead customer service for this solution to customers, driving customersatisfaction and delivering to SLAsEducation/Experience:Experience of running SaaS solutions in cloud environments e.g., AWS/Azure or equivalentCustomer-facing skillset managing internal & external stakeholdersExperience of IT infrastructure monitoring tools e.g., Nagios, AWS CloudWatchHelp desk ticketing systems i.e., JiraTechnical capability with analytical and problem solving skillsDegree in Engineering or equivalentDesirableKnowledge/experience using Linux or equivalent command line interfacesREST API configurationDatabase experience e.g., SQLNetworking and server infrastructure knowledgeTechnical background in telemetry or equivalent i.e., Telco, IT NetworksHow to apply?Please send a CV to daniellechapman@peoplesource.co.uk