Job Description

Leading data analytics platform is searching for a Senior Technical Support Engineer EMEA to join their team in London. As a member of the Technical Support team, you play a key role in the daily success of customers and the facilitation of smooth running, fault tolerant, highly scalable data analytic solutions.

In this role you will be focused on troubleshooting, analysing and resolving complex software questions and issues in a highly professional environment. Joining an enthusiastic, fast-paced and dynamic team, you will thrive on providing an effortless support experience to important customers. The successful candidate will have demonstrated sustained exceptional performance, innovation, creativity, insight, and display clear judgement at all times.

Responsibilities

Provide day to day functional and technical software application support to customers in the EMEA region
Troubleshoot software application issues
Log customer-reported defects in the case tracking system
Gain a deep understanding of products including complex feature configuration options
Provide constant and ongoing communication with customers regarding their support cases
Create accurate, reliable, and complete case activity updates suitable for maintaining an accurate knowledge base
Ensure proper, timely follow-up on assigned cases to ensure service level agreements are met and customer satisfaction is high
Proactively review customer’s usage and issues and communicate back to customer as well as the Account / Customer Success team
Work with Customer Success Managers in order to escalate issues and ensure the highest customer satisfaction
Ability to manage a demanding workload while maintaining individual and team technical support goals
Cross-functional collaboration and follow up with Engineering and Product teams on product enhancement features

Qualifications

Experience in technical support, software application support, technical quality assurance (QA), user application testing (UAT) or similar
Experience with Business Intelligence (BI) tools
Analytical – must possess the ability to understand customer business processes and workflows and translate them into system functionality to help customers meet their needs with existing system features
Attention to detail – must possess the ability to identify through customer issues the steps taken to replicate the issues and the particular points causing error
Problem solving and troubleshooting skills
Ability to grasp complex system workflows, to understand cause and effect for actions taken in a business process or software system. This skill is critical in troubleshooting issues to distinguish between user error and actual system defects
Excellent verbal (telephone) and written communication skills and professional etiquette
Supportive team player
Flexible and adapts well to rapid change
Experienced at note-taking and summarising meeting key points, issues and identifying next steps
Proactive attitude to chase for resolution and updates
Highly driven individual with an execution focus and a strong sense of urgency
Positive-thinking, flexible, and self-motivated

Desirable Skills:

Ability to write and understand SQL (especially, MySQL and Redshift)
Experience with one or more of the following is highly preferred: programming languages, relational databases, HTML/content development
Experience with APIs
Fluency in French, German, Spanish or other languages would be a huge plus
Degree educated or equivalent experience in a technical field (ideally, a qualification in computer science, mathematics, statistics, etc.)

Benefits

A generous compensation/OTE package on offer
Stock options
An excellent benefits package
Private healthcare
Meritocratic working environment and strong career progression opportunities
A fast growth, exciting business with an open and inclusive culture
Continuous learning and development
Great offices and flexible working

This position is open to candidates eligible to work in the United Kingdom. Sponsorship is not on offer at this time.

About us

We're a dedicated recruiter bringing together the brightest talent with organisations creating cutting-edge technology to change the world for the better.

We partner with technology providers at the forefront of meaningful innovation. And we’re here for talented individuals who are passionate about using their skills to drive positive change.

Mind Detect provides exceptional recruitment services to businesses who are leading the way in Data, Machine Learning and AI-driven technologies throughout Europe, the US and Asia.

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Senior Technical Support Engineer - EMEA