At a Glance
- Tasks: Develop and maintain top-notch product operations while collaborating with various teams.
- Company: Join a vibrant tech company that values innovation and teamwork.
- Benefits: Enjoy competitive pay, private medical insurance, and flexible working options.
- Other info: Be part of a supportive culture that embraces diversity and continuous learning.
- Why this job: Supercharge your career in a fast-paced environment with real impact on product development.
- Qualifications: 4+ years in product support with strong troubleshooting and communication skills.
The predicted salary is between 43200 - 72000 £ per year.
Location: London Victoria, Hybrid
Reports to: James Gaskin (Head of Platform)
Role Overview
You will report directly to the Head of Platform and be responsible for developing and maintaining nudge's best-in-class product operations function. You will collaborate closely with the product, onboarding and engineering teams to drive business growth and provide an exceptional user and client experience. The successful candidate will be able to problem solve and provide technical assistance to internal teams as needed. They will quickly gain a thorough understanding of important technical aspects of nudge's production platform, become a subject matter expert, and contribute to the product development process on scalability and ease of use concerns. This is a fast-paced, dynamic, and varied role within an innovative company with a vibrant culture.
Advanced Technical Support
- Serve as the escalation point for complex product issues, providing expert troubleshooting and resolution.
- Diagnose and resolve technical problems related to product functionality, integrations, and customer environments.
- Collaborate with development, product management, and QA teams to address and resolve product defects and performance issues.
Customer Engagement
- Engage directly with customers to understand their challenges and provide tailored solutions.
- Ensure timely and effective communication with customers regarding the status of their support requests.
- Build strong relationships with key customers, acting as their advocate within the company.
Product Expertise
- Develop and maintain deep knowledge of the company’s products, including new features and updates.
- Provide training and mentorship to junior support engineers, sharing knowledge and best practices.
- Create and maintain internal documentation and customer-facing materials, such as knowledge base articles and FAQs.
Incident Management
- Lead incident response efforts for critical product issues, coordinating with cross-functional teams to ensure rapid resolution.
- Conduct post-incident reviews and root cause analyses, and implement corrective actions to prevent recurrence.
- Contribute to the development of incident management processes and documentation.
Continuous Improvement
- Identify trends in support requests and collaborate with product teams to suggest improvements or new features.
- Participate in product testing and feedback sessions to help shape product enhancements.
- Proactively seek out opportunities to improve the efficiency and effectiveness of the support team.
Collaboration & Communication
- Work closely with product managers and developers to provide customer feedback and insights on product performance.
- Participate in cross-functional meetings to discuss product roadmaps and support strategies.
- Act as a liaison between customers and internal teams, ensuring that customer feedback is accurately represented and addressed.
Skills And Experience
We’re a close-knit family so a willing, friendly, and collaborative personality is really important to us. And we’re exceptionally nimble and things move fast so we really value ‘athletic’ minds and a “let’s give it a go” attitude.
For This Role The Ideal Candidate Should Have
- 4+ years of experience in product support, technical support, or a related role, with a focus on complex software products.
- Proficiency in troubleshooting software applications, databases, and network issues.
- Strong understanding of software development processes, APIs, and integrations.
- Experience with support tools such as ticketing systems (e.g., Jira, Zendesk) and monitoring solutions.
- Familiarity with cloud platforms (e.g., AWS, Azure) and scripting languages (e.g., Python, Bash).
- Excellent communication skills, with the ability to convey technical information to both technical and non-technical audiences.
- Strong analytical and problem-solving abilities, with a keen attention to detail.
- Ability to manage multiple priorities and work effectively under pressure.
- Customer-centric mindset with a passion for delivering high-quality support.
What’s in it for you?
We have an open, friendly, and supportive work environment that we hope you’ll be proud of. And we’re growing fast, which means great opportunities for you and your people to gain broad and diverse experience alongside some of the brightest minds in the industry. We offer a very competitive reward and benefits package, which includes:
- Share options
- Private Medical Insurance
- Health Cash Plan
- Life Assurance
- Critical illness cover
- A flexible working environment
- 25 days annual leave, plus your birthday off
- A personal learning and development allowance
- A company pension scheme
Our culture and values
We are a business that is powered by our culture and the extraordinary people who work here. Our values are central to our culture and embody the behaviours that make us successful. They are “Friends through thick and thin”, “Embracing differences, supporting individuals”, “Leading and sharing” and “Always learning”.
Senior Platform Support Engineer employer: NUDGE GLOBAL LIMITED
At nudge, we pride ourselves on fostering a vibrant and supportive work culture that empowers our employees to thrive. As a Senior Platform Support Engineer in the heart of London Victoria, you'll enjoy a hybrid working environment, competitive benefits, and ample opportunities for personal and professional growth while collaborating with some of the brightest minds in the industry. Join us to be part of a close-knit team that values innovation, diversity, and continuous learning.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Platform Support Engineer
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what NUDGE GLOBAL LIMITED values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
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Create a personal project or case study relevant to the challenges NUDGE GLOBAL LIMITED might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
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We think you need these skills to ace Senior Platform Support Engineer
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at NUDGE GLOBAL LIMITED.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at NUDGE GLOBAL LIMITED. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at NUDGE GLOBAL LIMITED
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
