Application Support Engineer (US)

Job Description

About us 

We’re Dayshape—an award-winning software scale-up with big ambitions and the momentum to match. Trusted by Big Four and many other top professional services firms globally, our AI-powered resource management platform is helping organizations to achieve extraordinary results.  

Our enterprise platform stands apart as the only solution that combines advanced AI, real-time project financials, and firm-wide insights to elevate resource management to a strategic function. By driving profitable growth, powering confident decisions, and ensuring satisfied clients and teams—we're helping our customers build strong organizations and careers for the long term. 

Why our customers love Dayshape: 

• We help professional firms optimize margins and increase revenue, unlocking access to more profitable work.  

• We provide complete operational visibility today and the tools to confidently predict tomorrow.  

• We empower firms to be where top talent wants to work and where top clients want to buy from.

Recognized as Scotland’s fastest-growing tech company in the Deloitte Technology Fast 50 for three consecutive years, we’ve consistently proven our ability to innovate and deliver real impact—and we’re always looking for like-minded people to join us. 

At Dayshape, our purpose is to improve people's working lives, and our culture is an important driving force in helping us to do just that. We're a friendly, inclusive, and ambitious team—driven by our values and a shared commitment to success. If you’re ready to join a fast-growing, high-impact company that’s reimagining resource management, then let’s talk. 

About the role 

Despite being a small company, our customers include some of the world’s largest professional services firms and we’re now supporting customers across multiple time zones. We’re looking for our first US application support engineer to support our growing customer base in North America.   

The working hours overlap with our growing US team, but the successful candidate will need to be self-reliant, as there will be limited overlap with our UK engineering teams.  

Our customers each have thousands of users, who are looked after by their own internal support teams for 1st line issues. However, the more complex stuff comes to us, and that's where you come in. 

What you’ll do 

• Review support tickets (including reviewing logs) and prepare them for software engineers to fix, when needed 

• Manage tickets in Freshdesk, raising comprehensive JIRA tickets to engage engineers 

• Resolve tickets directly when no code changes are required  

• Triage tickets based on various internal and external priorities 

• Contribute towards the creation of support docs, including user guides, videos, and other self-help resources for customers 

• Be an expert user of our product, able to answer all questions from customers and colleagues 

• Use bug report data to help the company continuously improve testing and product quality 

• Help to ensure support is the go-to team for anything product-related  

• Provide customer feedback to the product team and contribute towards shaping the product roadmap 

• Continuously review our processes to identify opportunities for improvement 

• Manage the deployment infrastructure for internal environments in Azure and be responsible for shipping releases out to customers

 
About you 

• Demonstrable experience in application support for external customers as a L2 or L3 support engineer.  You must be able to translate technical back into the customer’s language without following a well-defined script.

• You will be working US hours in a UK headquartered company - you will have limited overlap with a majority of the company so you will need to be independent and a self starter

• Experience supporting customers in an enterprise environment, building long-term relationships with key contacts 

• Keen to be hands-on and actively involved in issue resolution 

• Passionate about technology and delighting customers  

• A technological generalist - able to turn your hand to just about anything 

• Excellent communication skills, both with customers and internal technical teams 

• Comfortable challenging and raising issues at any level  

• Analytical and methodical approach to solving problems

• Knowledge of SQL - able to write and run scripts 

• Knowledge of JavaScript – able to amend and write conditions

 
Bonus points

• Our software uses technology such as Vue, Json, .net - experience working with or an understanding of one or more of these is an advantage

• We host our customers within Microsoft Azure, so knowledge of this cloud or a similar provider is an advantage

• Experience working with software integrations - ideally using Azure Data Factory

• An understanding of how large professional services firms operate (we work with global enterprise customers such as PwC, Deloitte and Grant Thornton) 

• Experience working with and communicating with a geographically distributed team

What you’ll get 

• Salary $70,000 - $75,000 dependent on experience 

• Generous allowance of 20 vacation days plus public holidays on top  

• Vacation days increasing by 1 day each year of service to a maximum of 27 days  

• Comprehensive healthcare plan

• 401k 

• At least $1,400 per year to spend on professional and personal development

• Regular All Hands meeting for inspiration and over-communication 

• Monthly team events (sometimes in-person, sometimes virtual)

• Volunteering time – up to 20 hours a year to participate in volunteer work

• Innovation Week twice a year - a chance to experiment and work off-project

• Genuinely nice, smart people to work with, who are excited about growing our company 

Working Details 

This is a full-time role (37.5 hours per week), working 11:00 - 19:30 (CT) from Monday to Friday.  

We are looking for someone to join the team remotely in/around Austin, Texas, in order to support customers across the United States, and to facilitate occasional in-person collaboration with others within the US team. 

Join the team! 

Equality of opportunity is more than just a responsibility: we believe it’s a huge advantage to welcome a variety of experiences and perspectives into the team. Diversity is a great asset and, as such, we strongly encourage applications from any background. 

This is your opportunity to really influence how we get things done, and how our product helps our customers improve their working lives. We're doing well, but there's lots more to do in order to maintain the high bar and pace that we've set. 

Everyone here is growing personally as the company grows, so if that sounds like something you’d like to be part of, we’d love to see your application. 

The deadline for applications is 9am CT, Wednesday 19th March.  

Please note the successful candidate for this role will be subject to background checks and will have an opportunity to declare anything to us beforehand.