Technical Support Engineer

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Engage with customers through Zendesk ticketing system

• Resolve customer issues by utilizing internal resources and documentation

• Elevate concerns to Engineering or Partnership teams for resolution

• Collaborate with fellow Technical Support Engineers on projects aimed at enhancing internal and external processes

• Address over 10 customer tickets daily while adhering to quality standards

• Participate in brainstorming sessions and project implementation related to tooling, documentation, and process enhancements

• Support go-to-market teams with customer escalations

• Work in conjunction with EPD teams to resolve issues

• Oversee issues from initial symptoms to final resolution, maintaining communication with customers and internal stakeholders throughout

• Analyze root causes of integration issues and assess their scope and impact

⛳️ Requirements

• Minimum of 2 years experience in a customer-facing role

• At least 6 months experience with REST APIs, SQL, CSS, HTML, and a programming language (JavaScript or Python)

• Familiarity with ticketing systems and tools such as Zendesk and Linear

• Understanding of data visualization tools like Databricks

• Preferred: 6+ months experience in supporting technical projects and/or process enhancements

• Authentic interest and enthusiasm for Support

• Dedication to delivering a world-class customer experience

• Excellent written and verbal communication skills

• Self-motivated individual with the ability to work independently

• Strong time management skills and the capacity to juggle multiple priorities

🏝️ Benefits

• Comprehensive benefits package, including medical, dental, vision, and 401(k)

• Additional compensation options, such as equity and/or commission, may be available based on the role

• Reasonable accommodations offered for candidates with disabilities throughout the recruitment process