About FlexManager
FlexManager is a large-scale compliance, assets, workforce and safety management SaaS platform used by global brands. It is a custom-built PHP monolith of approximately 149 pluggable business modules (HR, work orders, equipment, incidents, audits, training, finance and more), running on MySQL/MariaDB, with a versioned V8 REST API serving native iOS and Android apps and third-party integrations.
Job Summary
We are seeking an experienced Level 3 Technical Support Specialist to act as the final escalation point for complex technical issues across the platform. This is a senior, hands-on role for someone who can read our codebase and database directly, reproduce and isolate defects, and fix them directly rather than simply handing a symptom over to the development team.
Because we run a custom framework (not Laravel, Symfony or any off-the-shelf stack), the value here is in learning our world - the module structure, the ORM, the API layer and the patch pipeline - and becoming the person who knows where things live and why they break. The role carries real ownership and direct exposure to product, engineering and customers.
Hours of work: Monday to Friday 10 am to 6pm.
Key Responsibilities
● Act as the highest tier of technical escalation for complex, unresolved customer issues across a multi-tenant SaaS platform
● Diagnose and resolve issues spanning the PHP application, the MySQL/MariaDB database, the REST API and external integrations (SSO/SAML, email delivery, mobile sync)
● Read application and error logs, API request/response traces and notification pipelines to pinpoint failures
● Reproduce and isolate bugs, then implement the fix within the correct module rather than handing over a symptom for developers to solve
● Distinguish product bugs from customer configuration, permissions/ACL scoping, or module-option issues before escalating
● Own and manage complex tickets through to resolution, including per-customer patches applied through our release workflow
● Escalate to developers only where a genuine architecture-level change is required
● Identify recurring issues and recommend product or process improvements
● Maintain technical documentation and knowledge base articles that reflect how the platform actually behaves
● Monitor system performance and assist with incident management across customer instances
● Contribute to testing and validation of releases and patches using our in-house test framework
Required Skills & Experience
● Minimum 5 years in a technical support, application support or similar hands-on technical role
● Proven experience handling Level 3 / escalated issues end to end, including implementing the fix
● Strong SQL - able to write and interpret non-trivial queries against MySQL/MariaDB to investigate data, not just read pre-built reports
● Comfortable reading and writing code to trace and resolve behaviour directly - specifically PHP; you must be able to follow a code path and fix it, not just diagnose what a screen or endpoint is doing
● Experience with application logs, REST APIs and system integrations (authentication, webhooks, third-party services)
● Familiarity with multi-tenant SaaS platforms and enterprise software environments
● Excellent problem-solving and root-cause analysis - methodical isolation over guesswork
● Experience using ticketing and support platforms
● Ability to work independently and take ownership in a small team
Desirable Attributes
● Experience talking directly with customers
● Experience mentoring or coaching junior technical staff
● Familiarity with compliance, workforce or safety management software (our problem domain)
● Exposure to PHP and JavaScript; scripting ability for investigation and one-off data checks
● Exposure to mobile app support
● Experience working directly with development teams in an agile environment, including validating patches and releases before rollout
Education
● College degree in Computer Science, IT, or a related field required
● PRINCE2 or similar project management certification (desirable)
Pay: €45,000.00-€55,000.00 per year
Benefits:
- Bike to work scheme
- Company events
- Company pension
- On-site parking
- Sick pay
Ability to commute/relocate:
- Galway, County Galway: reliably commute or plan to relocate before starting work (required)
Education:
Experience:
- Level 3 Technical Support: 5 years (required)
Language:
Work authorisation:
Work Location: In person
