Apprentice Software Engineer

***You MUST be living in England***

Role Purpose

The Apprentice Software Engineer is responsible for providing technical support and troubleshooting expertise to resolve software issues escalated from Tier 1 and Tier 2 support teams. This position focuses on investigating, diagnosing, and resolving customer incidents, collaborating with cross-functional teams to ensure prompt and effective problem resolution. As an Apprentice Software Engineer, you will play a crucial role in maintaining customer satisfaction, improving product quality, and enhancing the overall support experience.

The role involves on the job training, working closely with the product support team, while spending 20% of time studying towards a software engineering degree. You will have the opportunity to build relationships and interact with individuals from within the immediate team and across the wider engineering teams.

Responsibilities:

• Investigate and resolve software issues escalated from Tier 1 and Tier 2 support teams.
• Analyse customer-reported incidents, gather relevant information, and perform initial troubleshooting to identify the root causes.
• Collaborate with senior support engineers and development teams to provide detailed bug reports, including steps to reproduce, environment details, and relevant logs or error messages.
• Assist in developing and implementing workarounds or temporary solutions to minimize the impact of critical issues while permanent fixes are being developed.
• Provide timely and effective communication to customers, keeping them informed of progress and resolution status.
• Contribute to the creation and maintenance of knowledge base articles, troubleshooting guides, and support documentation.
• Participate in on-call rotations to provide support for critical incidents, as needed.
• Assist in identifying recurring issues and patterns, collaborating with senior engineers to drive long-term resolutions and improve product quality and reliability.

Essential:

• Some experience working within software engineering or a technical background/understanding
• Proven ability to self-manage and structure work, this must be demonstrated through clear examples in your application