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Senior Support Engineer

2 months ago

surrey, United Kingdom Principle Full time
Senior Support Engineer - API Platforms

We're seeking an experienced Support Engineer to join our Global Support team and help resolve platform technology issues for our business customers.

As a Support Engineer, you'll provide technical support, develop and maintain deep expertise in our suite of products, and troubleshoot and resolve high-level support cases. You'll also create and maintain knowledge articles related to the resolution of customer-reported problems and execute operational tasks to provision, rebuild, configure, and restore services for customer cloud environments.

Key Responsibilities:

  • Provide technical support to business customers using our platform.
  • Develop and maintain deep expertise in our suite of products.
  • Troubleshoot and resolve high-level support cases.
  • Create and maintain knowledge articles related to customer-reported problems.
  • Execute operational tasks to provision, rebuild, configure, and restore services for customer cloud environments.

Requirements:

  • Familiarity with the Agile software development lifecycle.
  • Experience providing technical software support for a B2B software company.
  • Experience with commercial customer incident tracking or CRM systems such as ServiceNow.
  • Experience using software defect tracking systems such as JIRA.
  • Strong exposure to broad technical skills such as Java development, SQL, application architecture, and knowledge of front-end web technologies.
  • Experience supporting a UNIX/Linux environment.

The Offer:

  • An annual salary of £42,000 per year.
  • A Hybrid role with 2-3 days a week onsite.