Escalations & Support Coordinator

Job Brief

Escalations & Support Coordinator

Reporting to Martin Hepworth

Location: Leeds (Hybrid working)
Type: Permanent, Full Time
Hours: Mon – Fri 37.5 hours per week (the company is currently trialing a reduced working week to 33.75 hours (4.5 days) Salary still paid for full 5 days per week)
Role Overview

You will report to the CEO, working closely with the support, development, and implementation teams.

This is a hybrid role covering the following principal areas;

  • Managing the escalation process, which means acting as a bridge between support and the consultancy and development teams.
  • QA product/unit testing, which means working closely with development.
  • Installation of Magma products which will fit well with the QA piece.

There will be an expectation to manage multiple projects and tasks simultaneously, so time management is key.

Communication skills are also key as an ability to deal with Cindercone staff and clients at all levels and with varying levels of technical ability is required.

The processes for the above tasks are all in development and there will be an opportunity to help Cindercone improve each one.

There will be an opportunity to work on training materials, plus to deliver training to partners and clients.

  • Manage the escalation process;
    • Work with technical support on logs that need escalation to a consultant or developer.
    • Manage the Azure DevOps tool which is where we manage the escalated tickets that go to development and in some cases consultants. This will mean:
      • Ensuring the following are clear and working with the team to correct this if not:
        • Explanation of the problem.
        • Impact / priority / severity.
        • Functional specification.
        • Reproduction details.
        • Acceptance criteria.
        • Release notes.
      • Managing the queue and liaising with the team to ensure items do not get delayed or lost.
      • Liaising with technical support
      • QA product/unit testing
        • Keeping the Magma instances and associated software in the QA environment up to date.
        • Liaising with our IT support if changes are needed to the environment.
        • Working with development on releasing new versions of Magma and associated release notes.
        • Working with the team to identify and specify the details of required unit tests.
        • Plan and deploy these unit tests and check results (test plans).
        • Work on CI/CD, initially to our QA environment.
      • Installation of Magma
        • Work on the technical installations once the required pre-requisite details have been provided and a plan agreed.
        • Work on improving the documentation and automation of this installation and the associated prerequisites.


  • Experience of managing a software life cycle, including working with specifications, managing releases, and the testing of these.
  • Experience of basic SQL Server queries with a desire to learn
  • A desire to learn and understand the XSLT transformation language which is at the core of Magma.


  • Experience supporting ERP (Enterprise Resource Planning) solutions or exposure to them in a user environment. Specifically, we are interested in the supply chain aspects
  • Experience of EDI (Electronic Data Interchange) standards and systems
  • An understanding of the concepts of APIs (Application Programming Interface) and Web Services, and a desire to learn more.
  • Experience of more advanced SQL Server concepts such as views and stored procedures
  • Exposure to any level of coding in C# or Java would be an advantage, but not essential

Employee Benefits

        • 25 days holiday increasing to 30 days based on length of service
        • Flexible Working (3 days office, 2 days remotely)
        • 4.5 day working week
        • Healthshield – Cash Health Plan
        • Pension Scheme
        • Annual bonus paid each year if company hits targets
        • Staff Development Scheme
        • Social events

Salary up to £35K

Email for an application form & more information.