Customer Support Engineer in Manchester

About MirrorWeb

MirrorWeb is a fast-growing, Manchester-born scale-up with headquarters in Austin, Texas. We have earned a global reputation for enabling financial firms to manage risk through cutting-edge data archiving and supervision solutions. We help organisations meet their compliance needs more efficiently than ever before. Our platform captures, monitors and stores all digital communications – whether it’s emails, MS Teams conversations, iMessages, or anything else. This helps businesses comply with strict regulations and avoid costly fines like the $5 billion issued by the SEC in 2023. Our mission is simple: to allow firms to communicate freely and confidently with the knowledge that all messages will be monitored and flagged in real-time if noncompliant. Having recently secured significant investment from a U.S. growth equity firm, we’re ready for our next phase of rapid expansion in the U.S. market and beyond.

The Role

The Support Engineer serves as a critical technical resource with two primary responsibilities: monitoring our web crawling operations and delivering exceptional customer support through our service desk and phone coverage.

• Crawl Monitoring

• Active Monitoring: Continuously monitoring all active web crawls to ensure optimal performance
• Launch Management: Ensuring timely initiation of web and social media crawls according to schedule
• Quality Assurance: Maintaining and monitoring hourly checks on completed web crawls
• Issue Resolution: Intervening in problematic crawls through various methods including:

• Adjusting crawl scope and parameters
• Coordinating with Customer Success Management and external customers
• Forcing crawls to completion when necessary
• Providing customer updates via linked tickets for collaborative quality assurance

• Our helpdesk serves as the primary point of contact for all MirrorWeb product-related issues, supporting both internal and external customers.
• Phone Support Coverage

• Availability: Monday through Friday, 8:00 AM to 5:00 PM
• Responsibilities: Handle inbound customer calls, provide real-time technical support, and escalate complex issues appropriately

• End-to-End Ownership: Taking full responsibility for tickets from inception through resolution
• Initial Response: Acknowledging and assigning tickets promptly upon receipt
• Effective Triage: Identifying core issues and determining appropriate resolution paths
• Strategic Escalation: Promptly escalating to relevant teams when needed:

• Second-line support specialists
• Other MirrorWeb technical teams

• Keeping customers informed throughout the resolution process
• Responding promptly to customer questions and updates
• Providing regular status updates within agreed timeframes

• Monitoring open ticket queues
• Following up with other teams for updates when required
• Ensuring Service Level Agreements for first response and updates are consistently met

Technical Skills & Requirements

• AWS Services: Proficiency with S3 and EC2, with opportunity for continued learning
• Linux Administration: Ability to:

• Connect to and navigate server environments
• Manage file systems and disk space
• Monitor server performance metrics
• Handle swap management
• Respond effectively to server issues

Preferred Additional Skills

• Basic knowledge of Bash scripting
• Familiarity with JavaScript
• Python programming experience

Weekend & Bank Holiday Coverage

MirrorWeb maintains contractual obligations to perform web crawls 365 days per year, requiring out-of-hours coverage with appropriate compensation.

Working Environment

This role combines technical expertise with customer service excellence, requiring both independent problem-solving abilities and collaborative communication skills. The position offers opportunities for professional growth in cloud technologies, automation, and customer relationship management.

What’s On Offer

• Private Health Care & Cash Plan
• Life Assurance - Financial peace of mind for you and your loved ones.
• Salary Sacrifice Pension
• 25 days annual leave, plus a day off on your birthday and paid sick leave so you can recharge and celebrate.
• Enhanced Family Leave - Extra support for life’s most important moments.
• Flexible Lifestyle Benefits - £100 monthly Juno allowance to spend on health, wellness, learning, or whatever matters most to you.
• Equity Appreciation Rights (EAR) - Share in our success with an opportunity to benefit from the company’s growth through our equity incentive program.