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For Companies At a Glance
- Tasks: Troubleshoot and resolve technical issues for customers, ensuring top-notch service.
- Company: Join a cutting-edge AI company with a remote-first, inclusive culture.
- Benefits: Enjoy flexible hours, 37 days of vacation, health insurance, and company equipment.
- Why this job: Be the hero for customers, bridging gaps between them and engineers.
- Qualifications: Strong problem-solving skills and knowledge of AWS, Kubernetes, and Linux.
- Other info: Dynamic team with frequent get-togethers and excellent career growth opportunities.
The predicted salary is between 36000 - 60000 £ per year.
About Poolside
In this decade, the world will create artificial intelligence that reaches human level intelligence (and beyond) by combining learning and search. There will only be a small number of companies who will achieve this. Their ability to stack advantages and pull ahead will determine who survives and wins. These companies will move faster than anyone else. They will attract the world's most capable talent. They will be on the forefront of applied research and engineering at scale. They will create powerful economic engines. They will continue to scale their training to larger & more capable models. They will be given the right to raise large amounts of capital along their journey to enable this.
About Our Team
We are a remote-first team that sits across Europe and North America and comes together once a month in-person for 3 days and for longer offsites twice a year. Our R&D and production teams are a combination of more research and more engineering-oriented profiles, however, everyone deeply cares about the quality of the systems we build and has a strong underlying knowledge of software development. We believe that good engineering leads to faster development iterations, which allows us to compound our efforts.
About The Role
You will be the first point of contact for customers experiencing technical issues with our product. You will troubleshoot, diagnose, and resolve technical problems. The problems will range from issues in our SaaS offer to air-gapped on-prem deployments, where you’ll need to rely on the customer to be your eyes and ears. This role requires strong problem-solving skills, technical expertise, and the ability to reach conclusions with minimum information.
YOUR MISSION
You’ll be obsessed with the quality of service Poolside provides and how customers are always up and running.
Responsibilities
- You’ll be customer-obsessed and bridge customers and engineers to identify and solve any issue blocking the customer.
- You’ll be focused on creating documentation, runbooks, and tools to help our support team scale efficiently.
- You’ll promote timely and professional technical support via email, chat, and phone.
Skills & Experience
- Lead the troubleshooting and resolution of complex software and infrastructure issues, including API integrations, system configurations, and performance problems.
- Excellent written and verbal communication skills to engage with customers and to create and maintain comprehensive documentation for troubleshooting.
- Escalate complex issues to engineering teams and work closely with developers to resolve customer concerns.
- Maintain detailed records of support interactions in our ticketing system.
- Strong knowledge of AWS (or equivalent), Kubernetes, Linux, and Networking.
- Knowledge of monitoring and alerting tools (Grafana, Prometheus, Datadog).
- Ability to work independently, prioritise tasks, and manage time effectively.
- Experience with support ticketing systems (e.g., Zendesk, Freshdesk, Jira) and remote troubleshooting tools.
- Previous experience in on-prem installations is a plus.
PROCESS
- Intro call with one of our Engineers
- Technical Interview(s)
- Team fit call with the People team
- Final interview
Benefits
- Fully remote work & flexible hours
- 37 days/year of vacation & holidays
- Health insurance allowance for you and dependents
- Company-provided equipment
- Wellbeing, always-learning and home office allowances
- Frequent team get-togethers
- Great diverse & inclusive people-first culture
Seniority level: Entry level
Employment type: Full-time
Job function: Information Technology
Industries: Software Development
Member of Engineering (Technical Support Engineer) employer: poolside
Contact Detail:
poolside Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Member of Engineering (Technical Support Engineer)
✨Tip Number 1
Get to know the company inside out! Research Poolside's products and values so you can speak confidently about how you fit into their mission. This shows you're genuinely interested and ready to contribute.
✨Tip Number 2
Practice your problem-solving skills! Since you'll be troubleshooting technical issues, brush up on your knowledge of AWS, Kubernetes, and other relevant tech. Be prepared to discuss real-life scenarios where you've resolved similar challenges.
✨Tip Number 3
Show off your communication skills! Whether it's through email, chat, or phone, being able to explain complex issues simply is key. Think of examples where you've successfully communicated with customers or team members in the past.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it gives us a chance to see your enthusiasm for joining our remote-first team!
We think you need these skills to ace Member of Engineering (Technical Support Engineer)
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 relevant experience with troubleshooting, customer service, and any technical skills that match what we're looking for.
Show Off Your Communication Skills: Since you'll be engaging with customers, it's crucial to demonstrate your excellent written and verbal communication skills. Use clear and concise language in your application to show us you can communicate effectively.
Highlight Problem-Solving Experience: We love candidates who can think on their feet! Share examples of how you've tackled complex technical issues in the past. This will help us see your problem-solving skills in action.
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. This way, we can easily track your application and get back to you quickly!
How to prepare for a job interview at poolside
✨Know Your Tech Inside Out
Make sure you brush up on your technical skills, especially around AWS, Kubernetes, and Linux. Be ready to discuss how you've used these technologies in past experiences or projects. The more confident you are with the tech, the better you'll handle those tricky questions!
✨Practice Problem-Solving Scenarios
Since you'll be troubleshooting customer issues, it’s a good idea to prepare for hypothetical scenarios. Think about how you would approach diagnosing a problem with minimal information. Practising these scenarios can help you articulate your thought process during the interview.
✨Show Off Your Communication Skills
As a Technical Support Engineer, clear communication is key. Prepare to demonstrate how you would explain complex technical issues to customers who may not be tech-savvy. You might even want to practice explaining a technical concept to a friend or family member to refine your approach.
✨Familiarise Yourself with Their Culture
Poolside values a customer-obsessed mindset and a collaborative team environment. Research their company culture and think about how your values align with theirs. Be ready to share examples of how you've worked well in a team or gone above and beyond for a customer in the past.
