Support Engineer

About ITRS

Recognised as a Great Place to Work, ITRS is an Enterprise SaaS provider with industry-leading solutions. Our prestigious customer base includes 90% of the world's top investment banks. We are backed by leading private equity investors and are growing.

Our headquarters are in Shoreditch - London's tech hub – with offices in other UK and global locations from the Netherlands to Manila, NYC and Florida. We pride ourselves on a diverse, friendly, dynamic culture - with a focus on internal promotion and developing our people.

Scope of Role

You will join a team focused on innovation and client satisfaction within a dynamic organization, being the interface between Product Engineering and Client Services. You will report to the Engineering Support Team Lead, who is based in Manila.

As a Support Engineer, you will:

• Be the primary contact between the Engineering organization, ITRS Client Services, and other departments looking for development assistance.
•  Analyze Help Desk tickets assigned to the Engineering team:
•  This may require reviewing the ITRS Product codebase or consulting with developers in the relevant Engineering group(s). The Support Engineer should aim for self-sufficiency to minimize the impact on Engineering teams.
•  Handle special debug builds requested by Client Services.
•  Verify and fix software defects:
• Reproduce customer issues in-house to verify defects.
• Fix defects when possible, to reduce the workload on teams focusing on strategic development tasks.
• Verify enhancement requests:
• Collaborate with Product Owners and several team members to determine the work required for new features.
• Engage with the appropriate engineering teams to define and verify requirements.
• Support Engineering teamwork queues:
• Ensure environments, proofs, and documentation are ready for the Engineering teams to act on.
• Support the improvement and automation of system tools.
• Conduct ad-hoc investigations on behalf of the Engineering teams:
• Assist the Engineering teams with time-intensive issues.

Requirements

• A bachelor's degree in computer science, Information Technology, or a related field
• At least 3 years of experience in Software Development, DevOps or Software Support
• Intermediate to advanced proficiency in:

1. Python
2. Bash

• Hands-on experience with:

1. Containerization platforms (e.g., Docker)
2. Orchestration platforms (e.g., Kubernetes)

• Proficiency in the following programming languages:

1. Java
2. C/C++

• Familiarity with:

1. Cloud platforms (AWS, Azure, GCP)
2. CI/CD tools (e.g., Jenkins)

• Experience in a Level 3 support role (advantageous)
• Experience with solutions and the ability to solve complex problems
• A team player
• Eagerness to independently learn new skills
• Proficiency in English, able to convey technical information, create detailed documentation, and manage client interactions.
• Willing to work in a hybrid setup, reporting onsite at least once a week to our Makati office

Benefits

• 13th Month Bonus
• Health Insurance for you and your dependents
• Supplemental Medical Claim
• Employee Assistance Program
• Retirement Plan
• Flexible Hybrid Working
• Enhanced Parental Leave
• Life Assurance
• Subsidies and Allowances
• Referral Bonus
• Buy and Sell Holiday
• Training Reimbursement

ITRS is an Equal Opportunity employer and Inclusion is part of our everyday life. We celebrate diversity and pride ourselves on providing an environment where all employees can be their authentic selves and have a voice, allowing everyone to contribute equally. We remain committed to advocating inclusion, diversity, and equality into our ITRS family as we grow and enrich our business.

We welcome applications from everyone in the community as we recognise that a diverse workforce is a stronger workforce.