Software Support Engineer

Who are we & what we do

PoleStar is a leading Enterprise Asset Management Software and Inspection company helping our clients manage their assets using software built by our amazing development team. We are proud of our company values and can honestly say we have an amazing team and want you to join us.

If you want to be part of something that is going to be big, where you will be really valued and where your opinion counts, then PoleStar is the company for you. We're on the hunt for top talent to join us on our exciting journey of growth and expansion. You'll be working as part of a successful team and will have the opportunity of career progression.

Our Values:

At PoleStar Group, we believe in a culture defined by our core values:

• People 1st: We believe that our employees are our greatest asset. We foster a supportive and inclusive environment where everyone can thrive and contribute their best. By investing in our people, we ensure exceptional service and value for our customers.
• Customer Obsession: Our customers are at the heart of everything we do. We strive to exceed their expectations through innovative solutions, exceptional service, and a relentless focus on their needs and satisfaction.
• Disruptive Innovation: We embrace change and encourage creativity. We are not afraid to challenge the status quo and pursue bold ideas that drive progress and set us apart from the competition.
• Integrity: We conduct our business with the highest levels of honesty and transparency. We are committed to ethical practices and building trust with our employees, customers, and partners.
• Excellence: We aim for excellence in all our endeavors. We set high standards, continuously improve, and celebrate our successes while learning from our challenges.
• Have Fun: We believe that balancing hard work and fun is key to success. We foster a dynamic and enjoyable work environment where teamwork, enthusiasm, and a sense of adventure are encouraged.

The Role:

We are looking for a software support engineer to assist our customers with concerns and challenges and also recommend solutions to address their needs. You will be answering emails and telephone enquiries from our clients who use our bespoke software systems. You will proactively support the business on a day-to-day basis, contributing to the future success and strategy. You will assess customer needs, identify challenges or issues, and configure solutions that are customized for their individual needs. You will work closely with our Configuration Specialist, Customer Success team, and collaborate with the rest of the software team and other departments to help achieve business objectives. We are looking for someone who loves making things with data and solving problems with data.

Key Responsibilities:

• Answer email and telephone enquiries from our customers
• Resolve customer issues within SLA timeframes
• Support customer processes and help with solutions
• Update knowledge base where required
• Attend and lead client meetings to discuss issues
• Proactively look for trends to help improve our bespoke software solutions
• Present new solutions internally and externally
• Make things with data and solve problems with data
• Carry out data manipulation, cleaning, mapping, and import
• Be comfortable with processes such as scripting and debugging
• Assist with updating/creating knowledge base documentation
• Update/Create and publish the internal knowledge base using Notion and Microsoft tools
• Update and create user guides for internal use and for our customers
• Provide client training where appropriate
• Work closely with the rest of the team to achieve business objectives
• Act as our internal support for technical queries
• Proactively support the business on a day-to-day basis, contributing to future success and strategy

Essential qualities we are looking for:

• 2+ years relevant experience in a software support engineering role (1st and 2nd line)
• 2+ years experience in a software support team at a software-related business
• Appropriate degree or HND in IT or a business-related subject
• Familiarity with project management tools such as Teamwork, Asana, or HubSpot for task tracking and collaboration
• Excellent Microsoft Office skills, proficient in Excel and data mapping
• Strong written and verbal communication skills
• Excellent phone manner
• A natural problem solver
• Excellent customer service skills

Desirable but not essential

• Experience working in a remote environment
• A level of travel will be required

Why Join Us

• Be part of a dynamic team that values innovation, collaboration, and personal growth
• Enjoy a supportive work environment with opportunities for professional development
• Contribute to meaningful projects that enhance safety and efficiency in critical sectors
• Participate in a culture that prioritizes work-life balance and fun

Benefits

• 25 Days Holiday (plus Christmas shutdown)
• Benefits Package and Pension
• Hybrid Working (currently remote first, moving to hybrid working - London Based)
• Flexible working hours
• Home Office Equipment (Desk, Chair, Laptop, Mobile devices as required)

Successful candidates will be contacted within 3 working days.