Senior Platform Support Engineer

Location: London Victoria, Hybrid

Reports to: James Gaskin (Head of Platform)

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. It is the perfect role to supercharge your career!

Core responsibilities

• 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”.