At a Glance
- Tasks: Own and resolve complex customer incidents while collaborating with cross-functional teams.
- Company: Join a hyper-growth start-up that values innovation and teamwork.
- Benefits: Competitive salary, flexible work environment, and opportunities for professional growth.
- Other info: Work 3 days a week from our vibrant office and enjoy a dynamic team culture.
- Why this job: Make a real impact by improving customer experiences and driving technical advancements.
- Qualifications: 4+ years in technical support, excellent communication, and troubleshooting skills required.
The predicted salary is between 50000 - 60000 € per year.
Reporting to our Technical Support Lead, as a Technical Support Engineer, you will be responsible for owning the identification, diagnosis, and resolution of complex customer incidents and acting as a primary escalation point, leveraging excellent and prompt communications with our customers. This role will lead cross‑functional partnerships to drive technical improvements and mentor junior team members within our hyper‑growth start‑up.
Qualifications
- 4+ years of practical experience in a technical support role, serving as a primary point of escalation, or equivalent technical expertise.
- Excellent communication skills, both written and verbal, capable of managing complex, high‑stakes customer conversations.
- Proven expertise in effectively triaging, troubleshooting, and resolving complex technical issues at a deep, root‑cause level.
- Mastery of concepts and tools, including SQL, logging tools (LogRocket, Datadog, etc.), APIs, and SSO configuration.
- Expertise using Zendesk and Jira to manage and streamline support workflows.
- Preferred: deep understanding of the software development lifecycle, git, and project management tools.
- Highly Preferred: proven comfort in reading/debugging code in Python, Node.js, Typescript, and React.
Key Responsibilities
- Own the resolution of high‑priority, escalated, and complex customer incidents, minimizing customer downtime.
- Serve as the subject matter expert (SME) for deep‑dive technical troubleshooting across the LinearB UI and backend—including independent review and analysis of our database and logs.
- Communicate in a friendly and thorough way with our geographically diverse customer base.
- Lead the definition and implementation of advanced documentation and escalation standards to ensure rapid and high‑quality handoffs to the engineering team.
- Drive strategic cross‑functional partnerships with the Product and Engineering teams to advocate for customer needs and influence product improvements.
- Proactively identify, define, and implement new processes, tools, and best practices to dramatically increase the efficiency and quality of the entire support team.
This position includes working 3 days a week from our office.
LinearB Values
- Put the Customer First
- Take Ownership
- One Team
- Show Product Expertise
- Be Data Driven
- Reach for the Next Level
- Listen Curiously & Speak Courageously
LinearB is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.
Technical Support Engineer in London employer: LinearB Inc.
At LinearB, we pride ourselves on being an exceptional employer that fosters a collaborative and innovative work culture. As a Technical Support Engineer, you will not only have the opportunity to tackle complex technical challenges but also play a pivotal role in mentoring junior team members and driving cross-functional improvements. With a commitment to employee growth and a supportive environment, our office location offers a vibrant atmosphere where your contributions are valued and recognised.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Engineer in London
✨Tip Number 1
Network like a pro! Reach out to current or former employees on LinkedIn and ask about their experiences. A friendly chat can give you insider info and might even lead to a referral.
✨Tip Number 2
Prepare for the interview by practising common technical support scenarios. Think about how you'd handle complex customer incidents and be ready to showcase your problem-solving skills.
✨Tip Number 3
Show off your communication skills! During interviews, make sure to explain your thought process clearly when discussing technical issues. Remember, it’s all about making complex topics easy to understand.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Technical Support Engineer in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Technical Support Engineer role. Highlight your experience with SQL, Zendesk, and any relevant technical skills that match our job description. We want to see how you can bring your unique expertise to our team!
Show Off Your Communication Skills:Since excellent communication is key in this role, use your application to demonstrate your ability to convey complex information clearly. Whether it’s through your writing style or examples of past customer interactions, let us see how you can connect with our diverse customer base.
Highlight Problem-Solving Experience:We love candidates who can tackle tough challenges! Share specific examples of how you've triaged and resolved complex technical issues in the past. This will show us that you have the hands-on experience we’re looking for in a Technical Support Engineer.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it gives you a chance to explore more about our company culture and values while you’re at it!
How to prepare for a job interview at LinearB Inc.
✨Know Your Tech Inside Out
Make sure you brush up on your technical skills, especially in SQL, APIs, and the tools mentioned like Zendesk and Jira. Be ready to discuss how you've used these in past roles, as well as any troubleshooting experiences you've had.
✨Communicate Clearly and Confidently
Since this role involves managing complex customer conversations, practice articulating your thoughts clearly. Use examples from your experience to demonstrate your communication skills, and don’t shy away from showing your friendly side!
✨Showcase Your Problem-Solving Skills
Prepare to discuss specific instances where you've triaged and resolved complex technical issues. Highlight your thought process and the steps you took to get to the root cause, as this will show your analytical abilities.
✨Emphasise Team Collaboration
This position requires cross-functional partnerships, so be ready to talk about how you've worked with other teams in the past. Share examples of how you’ve advocated for customer needs and influenced product improvements through collaboration.
