Customer Technical Support Engineer
The Opportunity
Following the tremendous success of Featurespace, our team is expanding and we are looking for enthusiastic Support Engineers to be based at our Cambridge head office. This is a truly exciting role as you will need to apply your technical skills to investigating and solving challenging problems, whilst also delivering amazing service for our customers.
This role requires a strong balance of both technical and customer support skills, as you will be responsible for providing our customers with a world-class service and technical support through all communication channels and touchpoints. Act as the single point of contact for our customers, Engineers, and QA, you will be working to achieve positive and creative outcomes to all their support requests.
There are endless opportunities to bring personality to all interactions, deliver unexpected value, and show the customers what a difference a great enthusiastic support service can make!
On top of that, you will have many opportunities to deploy your skills to work on exciting internal projects in your team and across the business, whilst we will be providing support and mentoring to ensure you’re successful.
Day to Day
- Supporting our customers’ deployments after installation
- Handling calls and emails from customers during office hours, ensuring prompt acknowledgment of issues, and providing regular updates
- Joining our on-call engineer rota to provide out-of-hours support for critical service issues
- Assisting with technical diagnosis of issues and resolving problems
- Ensuring issues are tracked appropriately in our ticket management system
- Working with engineers and QA to ensure that issues are resolved, and fixes deployed, in a timely fashion
- Maintaining suitable deployment-specific support documentation
About you
- Extensive experience with Linux, shell scripts and command line tools (awk/sed/grep/vim/…)
- Familiarity with cloud environments such as AWS or Azure
- In-depth familiarity with computers and technology
- Experience with one or more programming languages (Java and python preferred)
- Experience with SQL/NoSQL databases would be a strong advantage
- Performance testing and understanding of networking concepts would be helpful
- Passion to learn new skills and technologies
- Ability to handle multiple concurrent projects and prioritise appropriately
- Ability to communicate well internally and with customers, adapting fluidly to different audiences – ranging from highly technical software architects to non-technical business owners
- Natural focus on providing excellent customer service and support
- Must enjoy working in a team of like-minded and intelligent people to solve complex problems
Personal Qualities
The work is often challenging and fast paced. We are looking for someone who has the following qualities:
- A passion to work for one of the fastest growing fraud prevention technologies in the world
- A focus on personal achievement and responsibilities
- Flexibility and adaptability
- Enthusiasm
And most importantly, a small-company attitude: willingness to adapt to a variable role and a great can-do attitude.