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Support Engineer – Remote

Date 21/06/22
Location Remote

We help companies to solve complex data problems with our fast and easy to use software.  Our customers already include many of the world’s top financial institutions and we’re growing fast, even in the current recession (we just closed our most successful sales quarter ever, in fact)..  We’re also backed by some of the best software investors. 

We’re very proud that our software makes people’s jobs quicker, easier and less repetitive. We think anything that makes the working world a better place is worth doing!

And this mindset is also reflected in our own culture.  You can expect to enjoy a genuinely inclusive and collaborative working environment where your individual contributions will be noticed and appreciated.  We encourage everyone to bounce ideas around, try new things, offer suggestions, experiment, ask questions, share knowledge and have fun!

As a Support Engineer, you’ll be a critical part of our Support Engineering team.  You’ll focus on providing solutions to the complex technical issues our customers encounter and help manage the SaaS (‘Software as a Service’) systems we provide to them. You’ll act as a customer-facing engineer, working directly with customers / representatives at many of the biggest banks, investment managers, and other financial services businesses.

Your role:

  • Collaborating closely with Customer Support / Engineering / Product Management to ensure the availability and performance of our systems and the satisfaction of our customers
  • Supporting the overall health, performance, and capacity of the production environment
  • Building tools to make our infrastructure more consistent, more reliable, more observable, and require less manual intervention
  • Performing real-time monitoring of systems for software/hardware errors, failures and capacity issues; troubleshoot, diagnose and fix problems
  • Helping the team create and maintain documentation and runbooks/playbooks
  • Recommending improvements to the technologies we use
  • Participating in on call coverage rotation, providing leadership to all customer facing teams during incidents

Requirements:

  • Experience with supporting Linux based solutions
  • Experience with Cloud Technologies
  • Knowledge of Jira and Confluence
  • Sound knowledge of databases and experience in writing efficient SQL queries
  • Experience with Kibana, Grafana, gitlab, helm, bash scripting, kubernetes, AWS
  • Previous experience in 1st or 2nd line support roles
  • Fluent English (for communicating with global customers and colleagues)
  • Analytical thinking and problem solving skills, so you can unravel complex technical issues
  • Willingness to learn new technologies in an evolving environment
  • Patience, persistence and a positive approach 
  • Ability to work collaboratively with a range of different teams and individuals

Offer:

  • A success-sharing bonus scheme, so we recognise and reward your effort
  • Unlimited annual paid holiday, because we trust our people to manage their own time off
  • Flexible working options: you can choose to work from home, at the office, or both – whatever is best for you
  • Flexibility around working hours, as long as you’re delivering what’s needed
  • Annual allowance to help you make the best of your home working environment
  • Enhanced family leave provisions
  • Personal learning and development opportunities (we dedicate budget for this)
  • Spot rewards, so we can say thanks when you do a really great bit of work
  • Referral bonus if we hire someone great who you’ve recommended to us
  • Employee of the Month and Employee of the Year awards
  • Private medical care packages: individual, partner or family 
  • Multisport card
  • Life insurance package

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