Senior Software Engineer – Customer Support

Software Engineer – Customer Support (Level 3) for UK government customers, hybrid in Central London, delivering technical solutions and on‑call support.

• Understand the product in depth and how it’s used by the customer to achieve business outcomes.
• Analyze complex issues and deliver technical code-level solutions
• Collaborate with development teams to track bugs and suggest improvements
• Provide technical support during go-live phases, including:- Workflow updates
• User interface changes
• Report creation
• Database scripting
• Integration configuration

• Respond to enhancement requests based on customer use cases
• Create and maintain knowledge base articles for both internal and external audiences
• Deliver hotfixes, patches, and upgrade support
• Follow and improve CRM processes to manage customer requests efficiently
• Participate in an on-call rotation to support critical customer needs