© Empyrean Digital | Company number: 10714769 | VAT number: 268 7110 88 Registered Office: 155 Kingrosia Park, Clydach, Swansea, SA6 5PF
Job Description October 2025
Support & Testing Engineer
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Job Description
Objectives 1. Support and maintain internal and customer facing applications, providing an excellent level
of service to internal and external customers. 2. Monitor and resolve application related incidents, feeding into incident and problem
management processes. 3. Carry out software testing and fixes, delivering code and artefacts to a high standard 4. Ensure good engineering practices and documentation. 5. Work on development and continuous improvement projects. 6. Startup mentality
Key Tasks
1. Support and maintain internal and customer-facing applications, providing an excellent level of service to internal and external customers: a. Work with first line support to pick up the technical aspect of support and
maintenance and where needed, cover first line support. b. Troubleshoot and resolve technical issues reported by internal and external users
promptly. c. Collaborate with the development team as needed to deploy updates and
improvements to applications. d. Create support documentation to help customers utilise applications effectively,
including user guides, FAQs, support reports etc.
2. Monitor and resolve application-related incidents, feeding into incident and problem management processes: a. Monitor application performance and availability using monitoring tools. b. Work with first line support to log, prioritise, and resolve incidents, ensuring they
are addressed within agreed service levels. c. Analyse incident patterns and root causes, contributing to the development of
preventive measures.
3. Carry out software testing and fixes, delivering code and artefacts to a high standard: a. Perform thorough testing of new and existing features, including unit, integration,
and regression testing. b. Identify and fix bugs in the codebase, ensuring high-quality and reliable software
releases. c. Document test cases, results, and fixes to maintain a comprehensive record of
testing activities. d. Collaborate with developers to ensure timely issue resolution and product
improvement.
4. Ensure good engineering practices and documentation: a. Adhere to coding standards and best practices, conducting code reviews to maintain
code quality. b. Create and maintain technical documentation, including system architecture, design
specifications, and user guides. c. Implement version control practices and ensure that all code changes are properly
tracked and documented.
5. Work on development and continuous improvement projects:
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a. Identify opportunities for process optimisation and automation within the development and support workflows.
b. Participate in regular retrospectives and feedback sessions to drive continuous improvement.
c. Research and implement new tools, technologies, and methodologies to enhance the efficiency and quality of development and support activities.
d. Support the development team to deliver build projects where time allows.
6. Startup mentality: a. Adopt a start-up mentality and work collaboratively to drive growth b. Track our internal objectives and key results c. Build strong networks within ED to identify and collaborate on work others are
leading d. The key to successful delivery of this role will be the ability to be flexible and
constantly look for opportunities to improve everything we do.
Reporting to Line Manager: Team Lead
Responsible for Empyrean laptop and any other equipment provided by Empyrean