Technical Support Engineer
Location
Sheffield | United Kingdom
Job description
The successful Full-Stack Developer will join a leading company within the education industry. They provide a cutting-edge learning experience platform, coupled with continuous evolving relevant course products to enable professional development and certification for over 40 thousand schools.
Responsibilities:
- Technical escalation: be the key point of contact for any product issues that need technical investigation by the customer support team and the other internal teams.
- Issue prioritisation & resolution: Document and prioritise reported issues based on their impact to the business and severity of the issue, deeply investigate issues, resolving them directly where possible.
- Development support: For issues requiring code changes, create developer level tickets with all required information and proposed areas for investigation/resolution and support developers with the required information to resolve.
- Test support: validate fixes made, and ensure communicated to the relevant requestees and closed out, assist with the testing of new features to minimise future support issues.
- Issue backlog management: Review & prioritise all reported issues in the backlog alongside product, development and devops teams to ensure longer term issues are resolved.
- Documentation: Create and maintain internal and customer facing documentation and walkthroughs for the product and support internal teams with knowledge sharing .
- Reporting: Track and analyse product quality metrics, such as bugs raised, impact, and resolution time. Provide regular reports to management and identify areas for improvement and optimisation.
Requirements :
- Proven experience at technical support engineering, technical escalation management or other similar roles, preferably working alongside a development, devops, or software testing team
- Strong technical capabilities, with the ability to diagnose and resolve issues across complex multi-system products
- Excellent communicator at all levels and ability to work collaboratively with other teams whilst ensuring resolution in a timely manner
- Structured and organised approach to ensure issues are managed to completion, prioritised effectively, and reported on to key stakeholders
- Familiarity with tools such as Jira, and other business support systems such as SalesForce, HubSpot, and Xero and ability to adapt to new systems quickly
Salary:
Up to £45,000 DOE
Location:
Hybrid in Sheffield (2x per week)
How to Apply:
Please apply asap with your CV to be considered for this position. You can also get in touch with me on [email protected] or 0191 406 6111.
Job tags
Salary
£35k - £45k per annum
