L2 Support Consultant

About us

At Aptitude we love complexity.

We immerse ourselves in the intricacies of finance digitization, subscription management, compliance, and revenue management which gives us the power to make a real impact. Once we understand how an organization works, we can implement software solutions that provide the clarity, confidence, and control they need to drive growth and achieve their ambitions.

Aptitude has served the offices of finance for over 20 years, delivering financial control and insights to empower our clients to achieve their strategies and ambitions. We are currently serving over 75 CFOs whose organisations generate a combined revenue of over $1 Trillion.

We are proud of our growing team of smart, motivated and passionate people, and believe diverse experiences and perspectives build stronger teams and better solutions.

Headquartered in London, we have seven office locations around the world with clients across four continents.

What you'll do and what we offer

The key responsibilities are:

• Providing an advanced level of functional and technical support to Aptitude Software’s customers regarding the company’s product portfolio.
• Engaging with company’s clients through skillful analysis, effective communication, coordination and cooperation with product management and development teams, in order to timely resolve incidents and requests.
• Maintaining a high level of client satisfaction.
• Obtaining detailed and accurate information relating to the business impact of client’s issues, utilizing effective questioning and troubleshooting techniques.
• Replicating, investigating, and diagnosing issues.
• Analyzing log files using standard debugging concepts.
• Working closely with internal Aptitude Software teams on escalated functional and technical issues, and product roadmap changes.
• Documenting issues for further diagnostic of root cause isolation when needed.
• Gathering and presenting client insights to teams across Aptitude while adhering to processes that ensure consistent and repeatable results.
• Liaising with Support management in North America, the UK and Poland.

That’s all important, true, but …

… in reality the only thing that matters is to (paraphrasing Pratchett’s words) “not only to find out whodunit, but howdunit too” not even being sure “what they dun”. So, if you have that detectivistic mind-set and enough technical knowledge to pinpoint evidence – you will be very welcome in the Second Line Support team. CSI for software, yeah!

What we're looking for

The ideal candidate will have the following skills, attributes & experience:

• Educated to at least Bachelor’s degree
• Previous experience in a similar role,
• Analytical mind-set, Problem-solving, Process-driven and Quick learner
• Self-motivated with ability to work independently.
• Excellent interpersonal and communication skills

Advantageous Skills:

• Previous experience supporting enterprise finance software products
• Understanding of accounting principles
• Experience in Banking, Telco, High-Tech, or Insurance sectors
• Business analysis and testing experience

Technical skills:

• Good understanding of relational databases
• Good knowledge of SQL language
• Good knowledge of Unix/Linux operating systems and tools
• Knowledge of software debugging and profiling tools
• Ability to read and understand source code in programming languages like Java/C/C++/C#
• Ability to create simple ad-hoc programs or scripts

Availability and work pattern:

• Needs to cover 8 hour shifts during extended day hours (06:00 – 24:00),
• Being on call-out (standby) at night may be required,
• Occasionally cover on public holidays and weekends may be required (being on call-out rather than office work).

How to apply

Please click on the ‘Apply now’ button below, including your CV/resume and any other relevant information that will help us get to know you better.

Diversity and Inclusion

If you’re interested in working at Aptitude, but don’t feel you meet every single requirement of the role, we’d still like to hear from you!  A diverse workforce is an essential part of our culture, and we’re dedicated to ensuring that our staff can show up as their authentic self – safe in the knowledge that their differences will be embraced and respected by all. We’re strong advocates of supporting applicants from a wide variety of backgrounds which include different ages, genders, ethnicities, physical abilities and sexual orientation, and we work hard to build the confidence of our workforce through inclusivity, equity and ongoing training. So, if you’re excited about this role but your past experience doesn’t align perfectly with every requirement, we’d encourage you to apply anyway. You might be just the candidate we’ve been looking for, whether it’s for this role or another.