Senior Application Support Engineer - Night Shift

Business area and team

Xceptor Support provide a 24-7 service to our clients for assisting with issues and complexities within the Xceptor Platform.  We are responsible for first line response to both on-prem and SaaS clients in production environments.   Our mission is to provide reliable operation of every Xceptor application, so users can build and depend on their automated processes to deliver trusted data.

Our team values the provision of ongoing support to our clients to ensure that we deliver constant value to drive our client’s success. Resolving client issues with satisfactory conclusions and within expected timescales is our priority.

🚀 Your Role:

 (Night Shift 5:00pm to 3:00am SAST / Monday to Friday)

The Application Support Engineer will be working within our Support Service team managing questions and issues raised by users of our product suite.  This is a client facing role, with communications with clients via our ticketing system or over screenshares.

This role works collaboratively with others in the Support Team and with the wider Xceptor team to help us provision the 24-7 support service. 

---

🧩 What You’ll Be Doing:

• Take ownership of incidents and requests, working directly with customers to investigate and resolve technical issues arising from their use of the service.
• Ensure incident details are accurately captured and updated during the incident lifecycle so a complete history of incidents and actions taken is maintained.
• Prioritise incidents and requests to ensure service targets and SLAs are met and a high quality of support service is maintained.
• Liaise / escalate with internal teams (e.g., Development, SRE, Delivery, Client Success) as necessary to ensure incident investigation and resolution is effective and efficient.
• Build and maintain a thorough understanding of the Xceptor application, how it is deployed and how customers use Xceptor’s software and services.
• Work within the systems and procedures laid down to ensure successful delivery of Xceptor support across a growing customer base, ensuring service integrity is maintained.
• Reproduce issues and maintain support environments and configurations so in-depth analysis can be provided for effective resolution.
• Contribute to and improve Xceptor’s knowledge systems, through authoring and maintaining knowledge collateral, including troubleshooting and how-do-I guides.
• Lead/assist with unexpected events or failures which limit customer(s) use of Xceptor, working to rapidly restore services and effectively communicating to the customer to maintain their confidence.
• Monitor application and infrastructure services through tools provided; perform application / infrastructure system checks with the aim of identifying and resolving issues before they impact customers.
• Investigate and diagnose issues arising with the Azure resources used to deliver the service, taking action or escalating where necessary.
• Participate in shift patterns as part of Xceptor’s global support service.
• To work within ITIL methodology including driving forward of continuous improvement within processes

---

🎯 Who we're looking for:

Key Competencies

Technical

• Strong technical skills (SQL/C# environment ideal).
• Experience with using SQL to query and understand and analyse data within a relational DB schema
• A solid understanding of web technologies, ideally with .NET, Visual Studio Code and/or SQL Server experience
• Experience of working with or administering Azure resources (Azure DevOps, WebApp, SQL databases) is desirable, but not essential.
• Understanding of technologies such as SFTP, MS Exchange and graph, APIs and MQs also useful for troubleshooting

Non-Technical

• Excellent communication skills, including ability to describe technical applications to non-technical audiences.
• Highly developed problem-solving skills, particularly within applications and data analysis

Management/Leadership

• Experience with taking lead on complex problem solving.
• Experience in mentoring other team members is beneficial for this role.

Associated Values and Behaviours

• Strong analysis and problem-solving skills, logically analysing situations to efficiently diagnose and resolve faults.
• Ability to take ownership of problems while multi-tasking and prioritising workload to meet the demands of the service.
• Confident and strong communication skills, demonstrating their ability to positively engage with customers and collaborate with internal staff.
• The ability to remain calm under pressure.
• Passionate about customer service with a willingness to go “above and beyond” when necessary.

Required Education and Experience

• Strong academic background, ideally with a qualification in a STEM subject discipline
• Application support – ideally both for front-end use and back-end installs and management.
• Working in a structured support environment – e.g., using an ITIL framework or Kanban model for tickets

 

This is a great opportunity to join an innovative, fast-paced, highly collaborative, and forward-thinking organisation, during a significant growth phase. Xceptor is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion, or belief, ethnic or national origin, disability, age, citizenship, marital, domestic, or civil partnership status, sexual orientation, or gender identity or any other basis as protected by applicable law.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required for the employees of this job.  Duties, responsibilities and activities may change at any time with or without notice.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

#LI-TH1 #LI-Hybrid

---

 

🌍 Diversity & Inclusion at Xceptor

We believe great ideas come from everywhere — and that the best teams are made up of people with different backgrounds, experiences, and perspectives. At Xceptor, we’re committed to building a workplace where everyone feels welcome, valued, and empowered to be themselves.

We know that not everyone ticks every single box in a job description — and that’s okay. If you’re excited about this role and think you could make a difference, we’d love to hear from you. Your unique skills and experiences might be just what we need, even if you don’t meet every requirement.

We celebrate diversity and are dedicated to creating an inclusive environment for all employees — regardless of race, gender identity, sexual orientation, age, disability, religion, or background.