Application Support Engineer

Description:

Spektrix is a leading cloud-based ticketing, CRM, and marketing platform designed to help arts organisations thrive. With over 600 clients across the UK, Ireland, US, and Canada, Spektrix supports theatres, cultural venues, and non-profits in driving audience growth, improving operational efficiency, and increasing revenue. The company has a team of around 250 employees based in London, Manchester, and New York, operating with collaborative, transparent, and continuous improvement-driven principles.

About the Role

The Application Support Engineer will join the Reactive Team, which is responsible for:

• Providing fast-turnaround technical support for escalated client requests.

• Investigating and triaging incidents and urgent issues during UK working hours.

• Leading on observability practices, ensuring infrastructure visibility, and stability across services.

• Collaborating with engineering and client-facing teams to deliver consistent client experiences across global time zones.

This role involves working with Azure-hosted SaaS infrastructure, managed services (Cloudflare, Redis, DotDigital), and monitoring tools. It requires someone who can bridge the gap between engineering, operations, and client support, ensuring both technical reliability and customer satisfaction.

Key Responsibilities

• Configure, maintain, and improve observability tools to monitor system health.

• Investigate, troubleshoot, and resolve incidents in a timely and methodical manner.

• Maintain clear and up-to-date technical documentation and runbooks.

• Apply Lean principles to identify bottlenecks, reduce waste, and improve delivery efficiency.

• Support incident response, including communication with stakeholders across engineering and client-facing teams.

• Contribute to platform resilience strategies (scalability, redundancy, failover, disaster recovery).

• Improve monitoring/alerting frameworks and participate in post-incident reviews.

Key Requirements

Technical Skills:

• Experience managing Azure-hosted SaaS applications.

• Proficiency with SQL Server, Azure SQL, Log Analytics, and KQL (Kusto Query Language).

• Ability to read logs and stack traces from C# .NET applications.

• Familiarity with monitoring/alerting tools (e.g., Application Insights, Azure Monitor, PagerDuty, Grafana, Cloudflare tools).

• Knowledge of CI/CD pipelines, Azure DevOps, and Terraform (beneficial, not essential).

Behaviours & Communication:

• Calm and confident incident response leadership.

• Strong collaboration with both technical and non-technical teams.

• Clear and concise technical documentation.

• Open to feedback, continuous learning, and knowledge sharing.

Benefits

• Salary: £40,000–50,000 depending on experience and location.

• 35 days paid leave annually, inclusive of bank holidays and a birthday day off.

• Flexible working and hybrid model.

• NHS top-up scheme (dental, optical, therapy, counselling, etc.).

• Enhanced parental leave policies.

• 4-week paid sabbatical after 5 years of service.

• 2 paid volunteering days per year.

• Company pension (4% contribution).

• Travel stipend for commuting.

• Cycle-to-work and season ticket loan schemes.

• Regular team socials and office perks.