Development Support Engineer

Tiger Eye delivers solutions for every step of the document and email journey supporting businesses to work smarter and boost productivity with technology solutions and services. Renowned for the teams unparalleled technical knowledge and exceptional customer service Tiger Eye deliver expertise from the team that listens through software solutions custom development services technical support training and more.

About the Role

As a Developer Support Engineer you will play a critical role in ensuring the success of our software in the client community by providing technical support and assistance. You will be the bridge between our product development teams and external clients helping them overcome technical challenges and make the most of our platform or software products. This position offers a unique opportunity to collaborate with crossfunctional teams solve complex technical issues and contribute to the growth and satisfaction of our software ecosystem.

Key Responsibilities

• Technical Support Provide fast technical support to clients via email chat and phone. Diagnose and troubleshoot issues collaborating with development and product teams for resolution. Administer and triage support cases through our service desk platform.
• Infrastructure and Environment Support Assist clients in resolving infrastructure issues optimise and scale their systems for better performance and collaborate on addressing environmental factors
• Documentation and Knowledge Sharing Develop and update technical documentation including FAQs and guides. Contribute to selfservice resources for client empowerment. Conduct webinars and training sessions to educate clients and staff on best practices and use cases.
• Bug Tracking and ReportingIdentify and document software bugs report them to the development team and monitor escalations providing clients with timely updates. Assist in testing and validating fixes
• Feedback and Product Improvement Collect client feedback on experiences and challenges. Share insights with product teams for ongoing improvement and new features. Engage in beta testing and preview programs to gather early feedback.
• Client Engagement Cultivate client relationships for increased engagement and loyalty. Handle client inquiries concerns and requests in a professional and customercentric manner.

Key Competencies and Qualifications

• Proven experience in technical support developer support or a similar role within the software industry.
• Strong understanding of programming languages and development tools with the ability to read and understand code.
• Exceptional problemsolving skills and the ability to troubleshoot complex technical issues.
• Excellent communication and interpersonal skills to interact effectively with clients and internal teams.
• Proficiency in using support software and tools such as helpdesk systems and bugtracking platforms.
• Selfmotivated with the ability to work independently as well as part of a team.
• A passion for staying updated with the latest industry trends and technologies.
• Familiarity with iManage is a plus.
• Experience of working closely with Development teams

Job Details and Benefits

• Salary:DOE
• Office Hours: MonFri 9am5.30pm. Hybrid working (2 days per week in our Norwich Office).
• Holiday: 25 Days Annual leave plus bank holidays and your birthday off.
• Study days: 12 study days per year.
• Company Healthcare schemes
• Company Learning and Development Programme
• Company Pension Scheme
• Life Assurance
• Company Wellbeing Scheme including an employee assistance programme