Support and Testing Engineer

Job Description

Empyrean Digital are a fast-growing digital consultancy based in South Wales. We design and build web applications and mobile applications for a wide range of clients from the largest UK government departments to the world’s most exciting start-ups. Our team has real world experience of designing, developing, and supporting cutting edge digital solutions.

As our Support and Test Engineer, you will have the opportunity to make a meaningful impact on our clients' digital services while developing your skills in a supportive and dynamic environment.

Objectives

  1. Customer support
  2. Software testing
  3. Technical expertise
  4. Documentation
  5. Training
  6. Start Up Mentality

Key tasks

  1.  Customer Support:
    • Provide excellent customer support through various channels, including email, phone, and chat.
    • Triage, troubleshoot and resolve customer issues and inquiries promptly and effectively.
    • Communicate technical information clearly to non-technical users.
    • Escalate issues through to the development team, monitor and report back to customers progress of issues.
  2. Software Testing:
    • Create and execute test plans, test cases, and test scripts to identify software defects and ensure product quality.
    • Perform regression testing, functional testing, and usability testing.
    • Document and report software issues, defects, and improvements to the development team.
    • Collaborate with developers to ensure timely issue resolution and product improvement.
  3. Technical Expertise
    • Develop a deep understanding of our software products and their technical underpinnings.
    • Stay up-to-date with industry trends and emerging technologies related to software testing and support.
  4. Documentation
    • Maintain accurate and up-to-date support and testing documentation, including monthly reporting for clients.
    • Create user guides, FAQs, and knowledge base articles.
  5. Training
    • Provide training and guidance to customers or internal teams on using software and best practices.
    • Help in onboarding new support team members.
  6. Start Up Mentality
    • Adopt a start-up mentality and work collaboratively to drive growth
    • Track our internal objectives and key results (OKRs)
    • Build strong networks within ED to identify and collaborate on work others are leading
    • The key to successful delivery of this role will be the ability to be flexible and constantly look for opportunities to improve everything we do.

Qualifications and Skills:

  • Proven experience in software support and software testing.
  • Strong problem-solving and analytical skills.
  • Excellent customer service, communication and interpersonal skills.
  • Experience with issue tracking and project management software (e.g., GitLab, Jira, Trello).
  • Familiarity with React, JavaScript, SQL databases on Azure would be a bonus.
  • Knowledge of software testing methodologies and tools.
  • Ability to work independently and as part of a team

Responsible for staff/equipment

Empyrean laptop and any other equipment provided by Empyrean

Details

  • Package // £30-45k depending on experience.
  • Location // our team and clients are based in the Swansea to Bristol region and require monthly onsite meetings, and daily remote working from home or your local collaboration hub.
  • Hours // full time role for 40 hours per week.
  • Culture // see here.

How to Apply

If you are a proactive and results-driven professional with a passion for delivering excellent customer service, please send your updated CV and a cover letter explaining why you are the perfect fit for the Support and Testing Engineer role at Empyrean Digital.

Email: recruitment@empyreandigital.com or through the website using the 'Apply' button on this page.

Deadline: 5.30pm Thursday 30th November.