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