Technical Support Engineer

Job Title: Technical Support Engineer – Platform Technologies

• £220 per day
• 5 days per week on-site (Staines)
• Inside IR35

About Us:

The Global Technical Support team is a diverse, fast-growing, and creative group of problem-solvers, providing 24/7 technical support to customers worldwide. With support centers located across Australia, India, Ireland, Japan, the Netherlands, the UK, and the US, we are passionate about technology and dedicated to helping customers succeed.

Role Overview:

As a Technical Support Engineer, you will use your knowledge and passion for a leading enterprise platform to assist customers in resolving complex technical challenges. You will manage escalations, provide expert technical guidance, and act as the customer’s advocate with internal product and development teams. In addition, you will contribute to process improvements and knowledge-building initiatives that help the team grow.

Team:

You will join the Platform Technologies team, responsible for maintaining platform and data integrity. This includes addressing issues related to databases, upgrades, plugin installations, clones, reporting, performance analytics, artificial intelligence, and tools that support developers in their daily work.

Key Responsibilities:

• Resolve technical issues reported by internal and external customers.
• Maintain accurate case hygiene and detailed customer records.
• Act as a customer advocate, supporting platform users and administrators.
• Leverage platform knowledge, cloud technologies, and troubleshooting skills to resolve challenging technical issues.
• Assess, troubleshoot, and provide root cause analysis for product-related issues, including upgrades, clones, reporting, AI, developer tools, and plugin management.
• Manage customer expectations to ensure a high level of satisfaction.
• Maintain technical expertise in specific product areas and use it to help customers.
• Suggest and implement improvements to internal processes.
• Communicate with customers via case, phone, and other electronic methods.
• Create knowledge base materials to improve operational efficiency and empower customers.

Skills & Qualifications:

• Strong commitment to continuous development of skills and knowledge.
• High sense of ownership, accountability, and responsibility.
• Ability to break down complex problems into manageable parts.
• Excellent verbal and written communication skills, with the ability to articulate solutions to technical problems clearly.
• Dedication to customer service and quality.
• Ability to focus on achieving goals despite obstacles and setbacks.
• Strong multitasking and case management abilities.
• Adaptable and flexible in handling diverse situations.
• Team player with a collaborative mindset.

Education & Experience:

• Bachelor’s degree in Computer Science (or related field) or 1+ years of relevant technical support experience.
• Basic knowledge of object-oriented programming languages like Java.
• Understanding of web application components and architecture.
• Familiarity with scripting languages such as JavaScript, Python, Perl, Unix Shell, and Windows Shell.
• Knowledge of Linux/Unix operating systems.
• Experience with relational databases (e.g., MySQL, Oracle).