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Ops And People

Technical Support Engineer

  • Customer Success
  • London, England, United Kingdom

About Beamery

Beamery’s mission is to help companies acquire their greatest asset; their people. Our Talent Operating System lets companies attract, engage and retain the best talent - it’s the one solution that enterprises need to deliver exceptional experiences at every stage of the talent journey, and build meaningful relationships with their future employees.

The role and requirements:

As a Technical Support Engineer you will be responsible for providing advanced technical support to Beamery customers, solving complex technical challenges, and leading continuous improvement initiatives across the Product Support team.  You will be joining a team of Product Support Associates that interface directly with customers on their day to day product questions. 

What will you be doing in Beamery:

  • Act as an escalated Point of Contact for the Product Support team members
  • Own highly technical customer escalations with clear expectations and timelines
  • Understanding, reproducing and resolving complicated technical issues 
  • Collaborate cross-functionally with internal teams (e.g. Professional Services, Product, Engineering), providing key product insights and development opportunities
  • Own the triage, investigation, and resolution of complex technical cases
  • Own scripts/tools/processes to define scalable, agile processes to support product escalations in areas where there is significant volume and customer impact
  • Regularly review customer-reported issues with our Engineering team to help drive discussions with key stakeholders in driving issues to resolution
  • Scale and optimise new or improved processes based on Product Support team feedback
  • Document problem resolution and provide tools/training/resources to other Product Support members in order to prevent issues from requiring escalation (where possible), as well as documenting potential self-service solutions for users
  • Maintain a prioritised backlog of improvement areas/fixes, communicating status updates to key stakeholders and gathering input on future prioritisation (aligning to internal operations team)

Who are we looking for:

  • 2-3 years of experience in a Technical Support Engineer type role in a SaaS environment
  • Enjoy improvisation and creative thinking while finding solutions to tricky problems
  • Display a high attention to detail and demonstrate strong analytical skills
  • Exhibit excellent written and verbal communication skills 
  • Intermediate understanding and application of project management techniques
  • Experience using support/issue tracking systems, such as: JIRA, Github, and Salesforce, are beneficial
  • Experience working with logs, and various monitoring tools such as: Qubole, Kibana, Splunk or Stackdriver
  • Experience with databases such as BigQuery, MongoDB, MySQL or Oracle 
  • Degree in computer science/mathematics/physics or related technical subject is highly desirable

Operations & People Team at Beamery

We represent Beamery’s own customers. We are not your typical back office support - we contribute to product innovation, sharing our experiences and networks. We work to bring out the best in others, putting our people at the heart of our business.

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