Application Support Engineer

London

LoyaltyLion is a data-driven loyalty and engagement platform trusted by thousands of ecommerce brands worldwide. Merchants use LoyaltyLion when they want a fully customised loyalty program that is proven to increase customer engagement, retention and spend. Stores using LoyaltyLion typically generate at least $15 for every $1 they spend on the platform.

Today LoyaltyLion works with over 10,000 fast-growth ecommerce retailers. Our mission is to help them succeed in the age of Amazon, driving growth through long-lasting customer relationships that go beyond price or logistics. Relationships built on emotional connections, aligned values and great customer experiences.

We’re a Deloitte Fast 50 company that recently raised $12.5m from Kennet, a SaaS-focused growth stage investor and we’ve grown from 40 to over 100 employees in the last year, and that’s just the beginning for us (we’ll be 150+ in 2022).

Role information

The support engineer role

As Application Support Engineer, you’ll be responsible for second line support for our product. Working closely with our Success and Engineering teams, as well as other Application Support Engineers.

Some of the things you'll be doing:

  • Updating and expanding our public documentation
  • Validating, writing and escalating bug reports
  • Acting as a user advocate within the wider engineering organisation
  • Advising our merchants on what is and isn’t possible using our APIs and SDKs – and how to get there
  • Guiding merchants when they have difficulty integrating our product and features
Our Stack
  • Typescript, React / React SDK as an interface for shoppers
  • Set of integrations and event driven API’s primarily based on Node & Typescript
  • A merchant interface to manage loyalty programs built with Ruby/Rails
  • Entire infrastructure in AWS

What we’re looking for:

  • Substantial experience working in a Second-line application support role
  • Excellent written and verbal communication skills in English – this is a client-facing role
  • Have a strong troubleshooting mindset
  • Comfortable writing SQL to understand and validate a reported client issue
  • Good understanding of at least one scripting language. Ex. Ruby, Javascript, Python
  • Work effectively in a cross-functional role sitting between full-time engineering and commercial teams

 

As an added bonus you might have:

  • A higher level of experience and interest in software development. Maybe you have:
  • Created an app consuming public API
  • Used Git and/or Github
  • Familiarity with concepts such as Code Review
  • Experience supporting SaaS web applications is a big plus

What we offer:

We are currently operating on a hybrid model, with a mix of home and office-based work from our new HQ on Fleet Street!

In addition to this we offer:
• Join at a major inflection point – eCommerce is booming and with it, the demand for loyalty software like LoyaltyLion
• Macbook, magic keyboard, and any other tech or equipment you need to do a great job
• Remote and flexible working
• 25 days holiday + bank holidays + carry 13 days holiday over into the next holiday year
• Company days out and events, and team socials
• Home office budget
• Cycle scheme
• Employee Assistance Program
• Private medical insurance

Connect with a Loyalty Analyst

Speak to a member of the team to find out how LoyaltyLion can help you drive customer loyalty and engagement.

Talk to us