3rd Tier Software Engineer

Job Description

3rd Tier Software Engineer£ Competitive + BenefitsCambridge hybrid or remoteAbout Arcus:Arcus is a fast growing and successful GovTech company. We are dynamic and forward thinking, with great ambition. At Arcus, you will have the chance to share your knowledge and make your presence felt. With our people at the core of everything we do, wedont want people to fit in, diversity and difference are essential to creativity. We want people to thrive in our open and collaborative environment and be an integral part of our close knit team.So, if you are looking for something more than just a job, you are in the right place. We have big company benefits, including Private Medical Insurance, Life Assurance and Pension, as well as Volunteering Days, Health & Wellbeing benefits and social activities.If this all appeals and you have the ambition to match ours, then read on!The Job RoleAs a 3rd Tier Software Engineer within the Software Support division at Arcus Global you will work directly with customers, third parties and internal teams to support customers using Arcus products & custom solutions built on the Salesforce platform.The 3rd Tier Software Engineer will be responsible for picking up support tickets escalated from 1st line support, identifying the root cause, making necessary adjustments together with analysis of Customer Requests You will design, build, deploy, configureand integrate the right blend of Salesforce platform functionality and supporting technologies (such as CRM, GIS and Document Management) providing clear communication to the customer at all stages of the ticket lifecycle.Key Responsibilities:

• Providing prompt resolution to inbound support tickets or assigning to an appropriate resources / queue where necessary
• In collaboration with the wider team, coordinate and execute proactive maintenance for Arcus systems
• Coach other members of the team and produce training materials/diagrams where appropriate
• Make adjustments to system configuration, security models and document templates as required by our customers
• Work with the internal project team to develop project documentation and configuration templates. Ensure that your work is well documented so others within the team can make use of it on appropriate projects
• Look for new ways to improve our processes and products by analysing information gathered from customers and presenting well thought out solutions and ideas back to internal seniors and leads in our R&D department. You may see your work and suggestionsadded to our products, helping you show your customers that you are working for them
• Maintain functionality on the Salesforce platform with integrations to other platforms, such as Amazon Web Services (AWS) Simple Secure Storage (S3) and lambda, Geographic Information Systems (GIS)
• Use principles of good UX and common sense to create intuitive solutions for our clients, maintaining a consistent look-and-feel across our products/their environment
• Interpret acceptance criteria (or glean acceptance criteria from Customers) into technical solutions following user-centric processes
• Ensure that your code is of a high quality and meets Arcus coding standards
• Work as part of a team to design new features and estimate the effort required to build them
• Watch the industry for new products and techniques we can adopt to improve performance and security, speed development or visualise data
• Interpret technical and legislative documents to understand our clients needs
• Maintain Salesforce development qualifications

Is this You

• Strong Computer Science fundamentals
• A confident approach to problem solving within restricted timescales
• The ability to work on your own initiative as well as work well within a team
• Understand the principles of application architecture and have experience with the design process
• A good understanding of concepts such as data models, security models, and workflows
• Experience with object oriented programming languages and principles
• A working knowledge of ticketing systems such as Salesforce Case / Jira / Trello and key workflows / lifecycles for support tickets
• Excellent level of customer service (our teams customers are external, but your experience working with internal stakeholders is also valued) and helping them work through challenges to achieve a positive outcome
• Excellent communication skills both verbal and written
• Highly organised and not easily fazed by unexpected changes or issues
• A self-starter who is as comfortable working outside of the box as in it, happy to learn any technology or tool and become the expert on it within the company
• Confident to step up and lead if appropriate

Desired Skills and Experience:

• Hands on experience with data analysis and/or migration work
• Commercial software development experience, ideally with the Salesforce platform. We build mainly on the Force.com platform so existing knowledge and experience with Salesforce is desirable. You should be able to turn your hand to both the declarative andprogrammatic aspects of the platform
• Knowledge of the Salesforce platform (Apex, LWC, Aura, VF) Experience working with and co