At a Glance
- Tasks: Help customers troubleshoot data pipeline issues and improve their data architecture.
- Company: Join a forward-thinking company revolutionising data integration for analysts.
- Benefits: Competitive salary, flexible hours, and opportunities for professional growth.
- Other info: Fast-paced environment with a focus on customer success and teamwork.
- Why this job: Be the go-to expert for customers and make a real difference in their data journey.
- Qualifications: Bachelor's degree in a technical field and experience with B2B software support.
The predicted salary is between 28800 - 48000 £ per year.
Etleap came to be out of the frustration with how much time data wrangling takes away from the actual data analysis. We were just tired of spending time building and maintaining data pipelines. Then we noticed, so is everyone else. That is why we've created an intuitive ETL tool that easily enables the data analysts themselves to integrate data from any source. This way data analysts can do their most significant work faster than ever before.
We are seeking a technically curious and detail-oriented Technical Support Engineer to join our team. As a Technical Support Engineer, you'll be the technical expert helping customers troubleshoot data pipeline issues, plan their data architecture, and understand complex integration points. You will work closely with our Engineering team to investigate technical problems, reproduce issues, and translate complex technical concepts for customers. This role requires the ability to independently diagnose technical issues, read logs and error messages, and think systematically about how data systems work.
What you are going to do:
- Triage and investigate new issues using application data, logs, and external resources while establishing clear and realistic expectations on resolution timelines with customers.
- Proactively engage customers to understand their goals and share relevant product features, bringing in subject matter experts when needed.
- Drive meaningful product adoption among current customers.
- Summarize recurring issues and feature requests to inform product improvements.
- Own customer matters in your time zone and coordinate with engineers to resolve them fully.
- Continuously refine support and success processes for better efficiency and outcomes.
- Build strong customer relationships through professional, empathetic, and clear communication.
What we want to see in you:
- Bachelor's degree, preferably in a technical field.
- Experience providing customer facing support for technically complex B2B software (e.g., data platforms, APIs, integration tools).
- Comfort operating in ambiguous situations and independently solving open ended technical issues.
- Working knowledge of SQL and general database concepts.
- Ability to juggle competing priorities with ease.
- Pattern recognition of recurring issues and requests.
- Eagerness to proactively help customers succeed.
- Strong relationship-building and communication skills in written word and on calls.
- Ability and desire to work with engineers on complex problems.
If you are passionate about providing an exceptional experience to customers at all stages and thrive in a fast-paced environment, we would love to hear from you. This role is open to individuals willing to work in our London office.
Technical Support Engineer - London employer: Etleap
Etleap is an exceptional employer that fosters a collaborative and innovative work culture, where Technical Support Engineers play a crucial role in enhancing customer experiences with our intuitive ETL tool. Located in the vibrant city of London, we offer competitive benefits, opportunities for professional growth, and a supportive environment that encourages continuous learning and development. Join us to be part of a team that values your technical expertise and empowers you to make a meaningful impact in the data analytics space.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Engineer - London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Etleap. 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 Etleap 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 Technical Support Engineer - London
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 Etleap:Your cover letter is your chance to shine! Tell us why you want to work at Etleap 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 Etleap!
How to prepare for a job interview at Etleap
✨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.
