At a Glance
- Tasks: Drive rapid resolution of complex customer issues and lead high-severity escalations.
- Company: Join a passionate team that believes in making a difference!
- Benefits: Competitive salary, flexible work options, and opportunities for professional growth.
- Other info: High-visibility role with excellent career advancement potential.
- Why this job: Make a real impact by improving customer experiences and solving technical challenges.
- Qualifications: 10+ years in Technical Support Engineering and expertise in Datadog and API troubleshooting.
The predicted salary is between 70000 - 90000 £ per year.
It’s fun to work in a company where people truly BELIEVE in what they’re doing!
Role Overview
The Principal Support Engineer is a senior, hands‑on technical expert responsible for driving rapid resolution of complex customer issues. This role blends deep technical troubleshooting, advanced log and API analysis, Datadog monitoring expertise, and leadership of high‑severity escalations. The engineer will collaborate tightly with Engineering, Product, and external vendors to eliminate root causes, improve MTTR, and elevate the overall customer experience. This is a high‑visibility individual contributor role requiring strong ownership, urgency, and the ability to translate complex technical problems into clear, actionable paths forward for both customers and internal stakeholders.
Key Responsibilities
- Perform hands‑on technical troubleshooting using Datadog (logs, traces, dashboards), API tools (Postman/cURL), and distributed log tracing.
- Lead high‑severity and strategic customer escalations, providing authoritative technical direction and timely communication.
- Drive vendor ticket escalations, ensuring SLA adherence and proactive follow‑ups with Microsoft, Adobe, AWS, Cisco, and others.
- Collaborate with Engineering to deliver root‑cause fixes, submit detailed technical findings, and validate permanent resolutions.
- Partner with Product to identify platform gaps, recurring customer pain points, and areas for workflow or UX improvement.
- Analyze MTTR performance, SLA trends, and operational bottlenecks; publish weekly metrics and insights.
- Develop SOPs, escalation workflows, and troubleshooting guides that improve global support operations.
- Identify automation opportunities and collaborate with internal teams to enhance Zendesk workflows and self‑service deflection.
Required Skills & Qualifications
- 10+ years in Technical Support Engineering, Escalations, SRE, or related roles.
- Expertise with Datadog (log search, traces, monitors, dashboards).
- Strong REST API troubleshooting using Postman, cURL, authentication flows, and JSON payload analysis.
- Experience diagnosing distributed systems, integrations, and SaaS platform behavior.
- Proven ability to interface with strategic enterprise customers and communicate complex technical issues clearly.
- Hands‑on experience with vendor escalation processes and SLA governance.
- Strong working knowledge of MTTR, incident management, and technical support KPIs.
- Familiarity with Zendesk or similar ticketing platforms.
Performance Expectations & KPIs
- Resolve ≥90% of escalated tickets within SLA.
- Engage vendors within 15 minutes of SLA risk detection.
- Drive MTTR improvements of 40–50% for assigned ticket categories.
- Maintain CSAT ≥90% for escalated interactions.
- Identify and support permanent fixes for at least 2 recurring root‑cause issues per quarter.
- Deliver 3–5 workflow, automation, or SOP improvements each quarter.
Principal Support Engineer in Milton Keynes employer: Dormont Manufacturing Co
Join a dynamic and innovative team where your expertise as a Principal Support Engineer will be valued and rewarded. Our company fosters a collaborative work culture that prioritises employee growth, offering ample opportunities for professional development and skill enhancement. Located in a vibrant area, we provide a supportive environment that encourages creativity and problem-solving, making it an ideal place for those looking to make a meaningful impact in customer experience engineering.
StudySmarter Expert Advice🤫
We think this is how you could land Principal Support Engineer in Milton Keynes
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Dormont Manufacturing Co. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Dormont Manufacturing Co before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Principal Support Engineer in Milton Keynes
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Dormont Manufacturing Co:Your cover letter is your chance to shine! Tell us why you want to work at Dormont Manufacturing Co specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Dormont Manufacturing Co!
How to prepare for a job interview at Dormont Manufacturing Co
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
