Tech Support Engineer

You will be part of Technical Services – providing Tier 3 support for technical and software support cases relating to our technology, which have been escalated by our Support Teams globally. You will be highly analytical and will be an excellent problem solver with the ability to undercover not only the problem but also the root cause.

Responsibilities

Mentoring Tier 2 Support Analysts; Analyzing and resolving complex product issues; Responding with empathy to customers; Developing own skills while guiding, advising, and coaching colleagues and customers; Documenting solutions and producing written guidance; Leading introduction of new products into the support function; Reporting issues and recommending process improvements; Performing initial troubleshooting for Platform services; Creating, maintaining, and enhancing monitoring, alerting, and debugging capabilities; Collaborating with Engineering to implement performance improvements; Ensuring effective communication with stakeholders; Capacity and performance management of environments; Responsible for availability, latency, performance, efficiency, change management, monitoring, emergency response, and capacity planning; Deputizing in the absence of the Line Manager and liaising with other teams

Requirements

Excellent technical/application skills and in-depth Keyloop product knowledge; Excellent problem-solving skills; Ability to work across global teams and different cultures across time zones; Highly analytical; Excellent written and verbal communication skills; Background in development or providing software support; Demonstrable team working experience; Outstanding communicator; Flexible approach to embracing new working practices and times; Thirst to learn and enjoy challenging own thinking

Nice to have

Advanced level of programming skills in an object orientated language such as C++, Visual Basic, Java or .NET; Experience with using UNIX; CI/CD experience with Jenkins/Bamboo

Benefits

Inclusive work environment; Pay and benefits based on performance; Investment in development; Training and support; Equal opportunity employer; AI tools to boost creativity and productivity; Collaborate and learn from industry experts; Work with game-changing products and services