Unicard Careers
Senior Support Engineer
As a Senior Support Engineer you will work within the support team, alongside varying levels of technical and customer facing individuals.
Full Time - Wimborne, UK

As the leading provider of software solutions for public and private sector transport management and smart ticketing, for nearly 20 years Unicard has been trusted by millions of passengers to get them where they need to be. Today, our solutions can be found throughout the UK, processing over half a billion transactions a year. 

Since we started in 2003, a wide range of local authorities, transport operators and hardware manufacturers have depended on our capabilities in strategy, design, development, testing and delivery. We support a variety of customers, from simple single-user and concessionary travel programmes, to complex multi-modal and multi-operator configurations. Examples include:

  • ​Our technology powers Transport for West Midlands’ trailblazing ‘Swift’ integrated ticketing system, one of the largest and most well-respected schemes in the UK, and the largest after “Oyster” in London
  • ​We are trusted by 60+ local authorities to deliver their vital concessionary travel programmes – more than 40% of the market
  • ​Over 30% of all ITSO card terminals in the UK run on Unicard software
  • We have over 2.5 million cardholders currently under management, with transaction values in the tens of millions annually

​We are a product-led business using a range of development technologies (primarily Java or full-stack Javascript) to deliver a variety of frontend products for web, mobile and native apps. We also work offer a range of enterprise backend systems.

Employing approximately 80+ people across the UK and Bulgaria, our in-house research, strategy and development capabilities give us an affordable, well-managed ability to develop market leading technologies and affordably maintain existing products. As a small-to-medium-sized enterprise, we pride ourselves on our reputation for outstanding products, technical support, delivery capability and high levels of customer service.

Role Description

As a Senior Support Engineer you will work within the support team, alongside varying levels of technical and customer facing individuals The role will cover two key functions;

Technical Support, apply existing development knowledge to assist the support team in investigating issues and if required performing bug fixes/incident resolutions. 

Change Management, within Unicard change management to all BAU systems falls under the support role. Change requests will come into the service desk and be managed by members of the team based on their technical knowledge and understanding. Given the required experience for this role the senior support engineer should be able to manage a relatively complex change request from feasibility to deployment. 

Please note, this will primarily be an office based role, however, part remote and part office working may be considered.  Please ensure you check the vacancy location before applying. 

As a valued member of the team you will

  • Provide technical expertise and Support Unicard’s transport management solutions to external customers and internal staff.
  • Discuss technical solutions with customers to their business problems and produce detailed requirements documentation working closely with the project and product managers. 
  • ​Act as a third line support agent, investigate database/code related issues without the need of immediately involving the product developers and potentially implementing minor bug fixes.
  • Assisting the support team with their technical investigations providing a technical level of information to the product team to manage more serious bug fixes.
  • ​Provide final validation and QA of the developed solution before it is provided to the customer.
  • Require to hold technical skills, great self-management and have good enterprise IT skills.

Key Responsibilities

  • Bug and database fixes that have minimal impact risk
  • ​Provide third line technical support for Unicard solutions
  • ​Provide technical support for all API related products (training provided)
  • ​Technical lead within change management (small/minor projects), which could include;
  • ​Simplify and verify requirements - emphasizes simplicity and continually verify the requirements, reject implementations that do not advance business objectives. This is done by analysis, test, demonstration and inspection
  • ​Extract, anticipate, constrain and organize requirements.
  • Translate business requirements to technical requirements.
  • Creating technical documentation.
  • ​Managing requirements - review and approval session where change management schedules, costs and duration are updated, and the business objectives are revisited.
  • ​Documentation of client and acceptance.
  • ​Seek and use customer feedback to improve the level of service offered
  • ​Taking ownership and leading incident management
  • ​Resolving blockers and alerting senior teams of urgent issues.

​Typical role related tasks

  • Perform either a support or change management function based on workload and priorities.
  • ​Monitoring of system performance and following up on issues with the team.
  • ​Resolving issues, updating customers, closing tickets and documenting if required.
  • ​Collaborating with different teams to resolve issues over multiple systems documenting resolutions and updates with the customer.
  • ​Assisting the technical support teams with investigations. 
  • ​Creating and updating documentation to Unicard’s BAU systems
  • ​Providing friendly customer service and support
  • ​Provide high quality information to customers that is informative yet digestible.
  • ​Escalate any issues or risks with the service to the Head of Customer Care
  • ​Translating to technical level and simplifying requirements to understandable and short passages
  • ​Process change requests and manage project’s scope, acceptance, installation and deployment.
  • ​Being the technical contact for Unicard BAU systems to both internal staff and customers.
  • ​Provide out of hours on call support (overnight and weekends) to VIP customers (rota based)
  • ​Above tasks and responsibilities may change subject to business requirements

​Personal Skills

  • Good communicator at all levels Approachable
  • Pro-active approach
  • Determination to succeed
  • Analytically minded
  • Open mindedness, willingness to adapt and overcome
  • Listens and understands customers’ issues/requests
  • Delivers outstanding customer service both in change management and support functions
  • Works collaboratively with others
  • Manages risk
  • Dependable, takes personal responsibility
  • Open, trustworthy and trusting

Essential Professional Skills

  • Experience working within a managed service, development, dev-ops team
  •  Experience working within development environments
  • Ability to manage and communicate across teams/departments.
  • Experience working under strict service levels/deadlines
  • Experience providing B2B support/service
  • Experience with common Coding languages (Java, JS, HTML) , SQL , JSON/XML’s and API’s
  • Face to face customer engagement experience at all levels
  • Competent IT skills- Excel, Word, PowerPoint, Outlook
  • Strong writing ability
  • Technically minded/Logical thinker
  • Be available out of hours and weekends for on-call support
  • A full UK driving license and owns own transport

Desirable Professional Skills

  • Detailed understanding of ITSO specifications and ITSO/Smart Card Experience
  • ​Knowledge of Unicard’s core products and services
  • ​Experience with service desk software preferably Zendesk/Jira/Service Now
  • ​Experience working closely with developers
  • ​System admin/system environment level experience/knowledge