Application Support Engineer

(MyVerco - Products )

Location

North west

Salary

£28 - £33k

Reports to

Software Development Team Lead

About this role

We are seeking an Application Support Engineer to provide first-line and second-line support for our software products, ensuring a high standard of service for users and customers. This is a hands-on technical role that combines application support, product knowledge, investigation, and a small amount of development work.

The successful candidate will play an important role in supporting live products, diagnosing and resolving issues, and working closely with the software development team to improve product stability and service quality. This is not a general helpdesk role; it requires someone who can investigate problems thoroughly, understand how the products work in detail, and contribute to technical solutions where appropriate.

The role will suit someone who is comfortable handling support incidents and service requests, carrying out root cause analysis, using SQL to investigate data and system issues, and making small, controlled changes in C# when needed. A key part of the role will be building deep knowledge of our products, their functionality, and the business processes they support.

This position acts as an important bridge between users, support activity, and software development and is central to the smooth operation and ongoing improvement of our products.  The Application Support Engineer will help ensure that issues are understood properly, resolved efficiently, and used as opportunities to improve the quality and reliability of our products; improve the information coming into the development team, reduce repeat problems, and strengthen the link between product support and software delivery.

Success in this role will depend on three things:

  1. The ability to build deep product knowledge so that issues can be understood in the right business and technical context.
  2. The technical capability to investigate properly using SQL and to contribute small, controlled code changes in C# where appropriate.
  3. The ability to operate as a bridge between users and the development team, ensuring problems are well understood, communicated clearly, and resolved effectively.

How you contribute

    The key responsibilities for this role are below:

    • Provide first-line and second-line support for incidents, service requests, and application-related queries, taking ownership of support tickets from initial triage through to resolution/escalation.
    • Investigate, diagnose, and resolve issues affecting live software products in a timely and professional manner, working closely with developers, testers, product colleagues, and stakeholders.
    • Develop and maintain a detailed understanding of our products, including functionality, workflows, dependencies, and common support issues.
    • Use SQL to investigate data issues, validate system behaviour, and support troubleshooting and root cause analysis.
    • Read, understand and make small, controlled updates to existing C# code where appropriate and agreed.
    • Reproduce defects, gather evidence, and document findings clearly for the wider development team.
    • Identify recurring issues and trends and contribute to continuous improvement activities that reduce incidents and improve service quality.
    • Maintain clear and accurate documentation, including support notes, known issues, troubleshooting guidance, and resolution steps.
    • Support releases, fixes, and production changes by carrying out relevant checks and post-release validation where required.
    • Communicate clearly with users and stakeholders regarding issue status, business impact, and expected next steps.
    • Help ensure that support processes are followed consistently and that issues are managed in line with agreed service expectations.
    • Provide timely responses to operational needs including time-sheeting, health & safety, etc.
    • Contribute to BIP.Verco’s sustainability plans and outcomes and our internal CSR team objectives as required.

What you bring

Here are the key things you need to be able to demonstrate, including some areas that are great to have but not essential.

Experience

Essential:

  • Previous experience in an application support, software support, or technical support role.
  • Experience of handling both first-line and second-line support activities.
  • Experience using service desk, ticketing, or incident management tools

Desirable:

  • Experience supporting business-critical or customer-facing software applications.
  • Experience working alongside a software development team.
  • Experience of defect management, release support, and change control processes.
  • Experience creating or improving support documentation and knowledge base material.
  • Familiarity with Agile or Scrum ways of working.
  • Familiarity with system logging, monitoring, and diagnostic tools.

Skills/Competencies

Essential

  • Strong troubleshooting and analytical skills, with the ability to investigate issues methodically, calmly and professionally to identify likely root causes.
  • Good SQL skills, including writing queries and using data to support investigation and diagnosis.
  • Working knowledge of C#, including the ability to read existing code and make small, low-risk changes.
  • Ability to manage and prioritise multiple issues effectively in a busy environment; to balance responsiveness with thorough investigation.
  • Strong written and verbal communication skills.
  • A proactive approach to learning systems, understanding business processes, and improving support outcomes. Curious and detail-oriented, with a genuine interest in understanding how products work.
  • Customer-focused, with a strong sense of ownership and accountability.
  • Ability to work confidently with both technical and non-technical colleagues; collaborative in approach, with a willingness to work across support and development boundaries.
  • Committed to continuous improvement and to improving the user experience.

To apply

Please submit your CV and a covering letter to careers@vercoglobal.com confirming the role you’re applying for in the subject line of your email and we’ll be in touch. Your cover letter should outline why you are interested in this post, sustainability and building performance and resilience.

Please note you must be eligible to work in the UK.

The closing date for applications is midnight on 10th July 2026 however if the volume of applicants is high this closing date may be brought forward.

Our mission isn’t just about what we do, it’s also how we do it. So diversity matters to us at BIP.Verco. We value and respect unique contribution and hire the best people, whatever their background, offering a working environment that enables you to thrive and achieve your potential. We are committed to providing equal opportunity and welcome applications regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief.

Read more about us at: www.vercoglobal.com

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