Senior Platform Support Engineer

Job Title: Senior Platform Support Engineer
Location: London Victoria Hybrid
Reports to: James Gaskin (Head of Platform)

Role overview
You will report directly to the Head of Platform and be responsible for developing and maintaining nudges best-in-class product operations function. You will collaborate closely with the product onboarding and engineering teams to drive business growth and provide an exceptional user and client experience.

The successful candidate will be able to problem solve and provide technical assistance to internal teams as needed. They will quickly gain a thorough understanding of important technical aspects of nudges production platform become a subject matter expert and contribute to the product development process on scalability and ease of use concerns.

This is a fast-paced dynamic and varied role within an innovative company with a vibrant culture. It is the perfect role to supercharge your career!

Some of the core parts of the role will be:
Advanced Technical Support:

• Serve as the escalation point for complex product issues providing expert troubleshooting and resolution.

• Diagnose and resolve technical problems related to product functionality integrations and customer environments.

• Collaborate with development product management and QA teams to address and resolve product defects and performance issues.

• Engage directly with customers to understand their challenges and provide tailored solutions.

• Ensure timely and effective communication with customers regarding the status of their support requests.

• Build strong relationships with key customers acting as their advocate within the company.

• Develop and maintain deep knowledge of the companys products including new features and updates.

• Provide training and mentorship to junior support engineers sharing knowledge and best practices.

• Create and maintain internal documentation and customer-facing materials such as knowledge base articles and FAQs.

• Lead incident response efforts for critical product issues coordinating with cross-functional teams to ensure rapid resolution.

• Conduct post-incident reviews and root cause analyses and implement corrective actions to prevent recurrence.

• Contribute to the development of incident management processes and documentation.

• Identify trends in support requests and collaborate with product teams to suggest improvements or new features.

• Participate in product testing and feedback sessions to help shape product enhancements.

• Proactively seek out opportunities to improve the efficiency and effectiveness of the support team.

• Work closely with product managers and developers to provide customer feedback and insights on product performance.

• Participate in cross-functional meetings to discuss product roadmaps and support strategies.

• Act as a liaison between customers and internal teams ensuring that customer feedback is accurately represented and addressed.
  

Skills and experience
Were a close-knit family so a willing friendly and collaborative personality is really important to us. And were exceptionally nimble and things move fast so we really value athletic minds and a lets give it a go attitude.

For this role the ideal candidate should have:

• 4 years of experience in product support technical support or a related role with a focus on complex software products.

• Proficiency in troubleshooting software applications databases and network issues.

• Strong understanding of software development processes APIs and integrations.

• Experience with support tools such as ticketing systems (e.g. Jira Zendesk) and monitoring solutions.

• Familiarity with cloud platforms (e.g. AWS Azure) and scripting languages (e.g. Python Bash).

• Excellent communication skills with the ability to convey technical information to both technical and non technical audiences.

• Strong analytical and problem solving abilities with a keen attention to detail.

• Ability to manage multiple priorities and work effectively under pressure.

• Customer centric mindset with a passion for delivering high quality support.

Whats in it for you

We have an open friendly and supportive work environment that we hope youll be proud of. And were growing fast which means great opportunities for you and your people to gain broad and diverse experience alongside some of the brightest minds in the industry.

We offer a very competitive reward and benefits package which includes:

• Share options

• Private Medical Insurance

• Health Cash Plan

• Life Assurance

• Critical illness cover

• A flexible working environment

• 25 days annual leave plus your birthday off

• A personal learning and development allowance

• A company pension scheme

Our culture and values

We are a business that is powered by our culture and the extraordinary people who work here. Our values are central to our culture and embody the behaviours that make us successful. They are Friends through thick and thin Embracing differences supporting individuals Leading and sharing and Always learning.