Technical Support Engineer - Remote in Leeds
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Job Description
Technical Support Engineer – Software Solution – Remote
Daily rate: £200 - £300 (inside IR35)
Duration: 3 – 6 months
Start: ASAP
My client is looking for an experienced Technical Support Engineer to join our team. The successful candidate will be responsible for providing exceptional technical support for a range of API-based software microservices and associated products developed fintech clients.
Key Responsibilities:
Deliver an exceptional support experience to the client, maintaining end-to-end accountability for resolving issues and keeping the client informed of progress in a timely manner
Provide technical support for API-based microservices and related software services, ensuring timely resolution of client issues
Diagnose and troubleshoot technical problems, including API connectivity, microservice interactions, software components, hardware, and network-related issues.
Collaborate cross-functionally with teams, including engineering, product management, and cloud operations to resolve complex technical issues.
Support with the set up and management of support processes and tools, maintaining a flexible mindset that processes will need to evolve as new technological capabilities are implemented
Act as the point of contact between the client and internal teams, ensuring the client is always closely informed of progress and status in resolving their queries, maintaining centralised communications as the single source of truth
Act as a bridge between technical systems, to ensure that the client facing system has the required updates and ensuring a record of all support issues is kept
Support our teams to encourage the client to raise issues in the allocated system as opposed to informal channels (e.g. Slack)
Monitor and analyse support metrics to identify trends and areas for improvement.
Share monthly reports to ensure we can track support metrics over time, and understand whether we are on target with our SLAs
Develop and maintain comprehensive documentation for support processes, troubleshooting guides, and FAQs – ensure these are stored in the right places as the support process evolves
Foster a culture of continuous improvement and knowledge sharing.
Ensure customer satisfaction by providing exceptional service and maintaining strong relationships with clients.
Stay up-to-date with the latest developments in product/service offerings.
Skills & Attributes:
Strong interpersonal skills and extensive experience interacting with external clients
Impeccable level of spoken and written English.
Bachelor's degree in Computer Science, Information Technology, or a related field.
Proven experience as a Technical Support Engineer or similar role, preferably within a large organisation.
Strong technical skills, including experience with APIs, microservice architecture, software development concepts, and network troubleshooting.
Flexible mindset to embrace interim processes, whilst keeping the long-term ideal experience in mind – understanding that the processes will need to evolve as technologies become available and further capabilities are developed, to provide the client with the best experience and support scalability
Excellent problem-solving and analytical skills.
Strong communication skills, with the ability to explain technical concepts to non-technical users.
Ability to work both independently and as part of a team in a fast-paced environment.
Client-focused mindset with a commitment to delivering high-quality support.
A professional and friendly approach
Experience delivering world-class support to large enterprises
Qualifications:
Experience with Accounting and/or AI services and technologies.
Familiarity with support ticketing systems and customer relationship management (CRM) tools (e.g. Salesforce customer services case management, ServiceNow)
Certifications in relevant technologies or support methodologies.
Familiarity with Observability tools such as Grafana, NewRelic
Fluency in French or German strong bonus.
Experience working with Legal and Public Affairs / Communications teams is a plus
Background in Account Management / Client Success
Team Structure & Logistics
The team includes 3 support engineers and 1 Escalations Manager, operating on a weekly on-call rota to cover out of hours (each person will be on-call approximately once every 4 weeks)
Expected to be contactable during bank holidays in the event of an incident if on-call for that week
Expected to coordinate annual leave with other team members to ensure coverage
If you are interested in applying for this job please press the Apply Button and follow the application process. Energy Jobline wishes you the very best of luck in your next career move.
- Location:
- Leeds
- Job Type:
- FullTime