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Technical Support Engineer - Remote

  • Job type: Permanent
  • Location: City Of London
  • Salary: €75000 - €100000 per annum
  • Job reference: KM9817
  • Sector: BI & Big Data, Cloud Software, Glocomms, Software Development & Architecture
  • Date posted: 09/08/2017
As a Technical Support Engineer, you will be our customer’s advocate and be responsible for their continued ennoblement by becoming an evangelist for the evolving value of my client’s product with customers. They will also look for your input in representing the customers’ feedback with the Product team and helping them drive and prioritise the improvements to the product.

What you will do
  • Know our product inside and out. Because, from the customer's perspective, you are product authority.
  • Be reachable by email, live chat, and sometimes phone, for our existing customers.
  • Work on our CRM portal to provide first level technical assistance based on customer needs.
  • Provide step-by-step technical help, both written and verbal.
  • Help improve our knowledge base and documentation to reduce the team’s workload and increase time-to-close for CRM tickets.
  • Follow procedures for proper escalation of unresolved issues to appropriate internal engineering teams, including synthesizing the step to reproduce issues, when known.
  • Prepare accurate and timely reports.  
Your background and skills will include
  • 3+ years previous experience in a Technical Support or a Solution Architect role.
  • Self-starter, self-driven, and willing to follow-through and seek answers to ongoing customer problems.
  • Ability to work independently as a remote employee, particularly as a member of a  geographically dispersed team.
  • You are detail oriented and will look at all the possible ways in which the customer may be affected by an issue.
  • You love trying out new software and you think deeply about how things could be done better.
  • Articulate and personable with strong spoken and written language abilities.
  • Knowledgeable with writing SQL queries and databases.
  • Familiar with programming and scripting languages (e.g., Java, JavaScript, Ruby, or Shell) and comfortable with developing simple business logic with at least one.
  • Well-acquainted with Business Intelligence tools like Tableau, Looker, Chartio, Splunk, etc..
  • Knowledge of Amazon Web Services (AWS), Heroku, or other similar platforms.
  • Hands on experience with help desk software (eg. Zendesk).
  • A Bachelor’s Degree in Computer Science or equivalent work experience.
We would be thrilled if you had
  • Experience with Hive/Hadoop and/or Presto.
  • Knowledge of Android OS, iOS and/or Unity. // +44 203 758 8957
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