Product Support Engineer

London Full-Time No home office possible

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Location: Remote

This role provides mentoring and deep level technical and operational support at a Tier 2 level.

Coaching and Supporting less experienced members of the team
Managing, triaging and investigating deep level technical issues to resolution
Assist leads, head of support and escalation manager in gathering reporting information.
Assist leads, head of support and escalation manager to manage client and partner escalations.
Working with Engineering to bring about deep understanding of issues reported and expedite solutions.
Supporting the regular triage of open issues with Engineering.
Work with team, team leads and head of support to review and approve bugs and issues raised to Tier 3 / 4
Running client and partner calls.
Running brainstorming sessions with the team and creating summary reports and action plans.
Owning problems to resolution, while assisting our Lead Engineer and Escalation Manager for high impact problems.

What we need to see from you:

4+ years experience in 2nd or 3rd level support for web-based applications
You live in the EU/UK and you have a right to work/do not need Visa sponsorship
Deep-level knowledge of web platforms/SAAS
Demonstrable experience working with APIs
Ability to independently and creatively analyse problems and find adequate solutions
Great communication and English skills are required
Presentation creation and delivery
Customer facing document creation and review
Conflict resolution
Familiarity/knowledge with ITIL terminology/ITIL framework
Demonstrable experience working with ALM tools such as JIRA, Azure DevOps and a high level of exposure to confluence would be a significant advantage.
Experience using an ERP system is an advantage
Reporting experience from ticketing/service delivery tools required
Experience with network or console logs is required
Experience with ServiceNow is an advantage but deep level knowledge of ticketing systems and workflows is a requirement.

Marketplace Platform

Mid-Senior level

Full-time

Civil Engineering

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Contact Detail:

Rein-Ton Recruiting Team