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Overview:

We are a dynamic and innovative company of around 20 people spread across three countries, aiming to disrupt the way products are engineered and manufactured. We are looking for an IT Associate with 1-3 years of experience who is proficient in Technical Customer Support, has experience with lightweight DevOps tasks, and can contribute to Quality Assurance (QA) efforts. The ideal candidate is self-driven, enjoys problem-solving, is a strong written and verbal communicator, and can work effectively in a remote team environment.

Key Responsibilities:

DevOps Support:

• Perform a range of DevOps tasks, such as updating SSL certificates, managing Docker swarms and Kubernetes clusters, deploying/configuring services using Terraform and Ansible, and refining CI/CD pipelines.
• Work directly with AWS to deploy and manage applications in a cloud environment.
• Maintain and support scalable cloud-based services and on-site installations at customer facilities.
• Assist in the automation of tasks using Ansible, Terraform, bash scripts, python scripts, and other relevant tools.

Technical Customer Support:

• Respond to customer support tickets and emails, providing timely and effective solutions.
• Triage customer reported issues to gather and extract essential information related to a report such that the issue is able to be reliably reproduced.
• Act as an intermediary between customers and the engineering team, translating technical issues to them as needed.
• Communicate updates to customers during the investigation phase of an issue to ensure they are heard and kept abreast of progress to resolve their issue.
• Provide support to the QA team to ensure that the resolution of customer reported issues have been robustly validated
• Collaborate with Customer Success and Scrum teams to ensure smooth handoffs and resolution of customer issues.
• Maintain and improve customer support processes, ensuring high levels of customer satisfaction.

Must Have:

• 1-3 years of experience in Technical Support, DevOps, or QA roles.
• Strong problem-solving skills with a proactive and self-directed approach.
• Experience with Docker, Kubernetes, CI/CD pipelines, and AWS services (EC2, Route53, S3).
• A solid understanding of Linux/Unix server environments.
• Experience with customer support software like Zendesk.
• Basic to intermediate programming skills to independently resolve minor technical issues. (Python, Bash, Javascript)
• Basic to intermediate SQL skills to collate the raw data underlying reported issues
• Excellent communication skills, both written and verbal, with the ability to explain complex technical issues clearly to end users.
• Comfortable working in teams that are across multiple time zones
• Comfortable speaking directly with customers to understand and investigate their issues in addition to a commitment to delivering quality customer service.

Bonus Points For:

• Experience in the additive manufacturing industry.
• Knowledge of test automation frameworks and tools.
• Experience updating and managing technical documentation.
• A keen eye for UI/UX improvements and reducing edge cases.

Why Join Us?

• Opportunity to work with a passionate team disrupting the manufacturing industry.
• Flexible working environment with the possibility of remote work.
• A commitment to diversity and inclusion in the workplace.
• Visa sponsorship available for exceptional candidates.
• Regular opportunities to grow your skills and advance your career.

Application Process:

If you are passionate about technology, eager to learn, and want to make a tangible impact in a small, dynamic team, we encourage you to apply. We value diversity of thought and background, so even if you don't meet every requirement but believe you can bring something unique to the team, we would love to hear from you.

Please apply with your CV and a brief note on why you’re interested in this role and how your experience aligns with the responsibilities outlined.

Note:

Applicants must be based in the UK and able to travel to the London office on a semi-regular basis (one day every 2-3 weeks). No agencies, please.