Technical Support Engineer - Remote in England

Daily rate: £200 - £300 (inside IR35)

Duration: 3 – 6 months

Start: ASAP

My client is looking for an experienced Technical Support Engineer to join our team. The successful candidate will be responsible for providing exceptional technical support for a range of API-based software microservices and associated products developed for fintech clients.

Key Responsibilities:

• Deliver an exceptional support experience to the client, maintaining end-to-end accountability for resolving issues and keeping the client informed of progress in a timely manner.
• Provide technical support for API-based microservices and related software services, ensuring timely resolution of client issues.
• Diagnose and troubleshoot technical problems, including API connectivity, microservice interactions, software components, hardware, and network-related issues.
• Collaborate cross-functionally with teams, including engineering, product management, and cloud operations to resolve complex technical issues.
• Support with the set up and management of support processes and tools, maintaining a flexible mindset that processes will need to evolve as new technological capabilities are implemented.
• Act as the point of contact between the client and internal teams, ensuring the client is always closely informed of progress and status in resolving their queries, maintaining centralised communications as the single source of truth.
• Act as a bridge between technical systems, to ensure that the client facing system has the required updates and ensuring a record of all support issues is kept.
• Support our teams to encourage the client to raise issues in the allocated system as opposed to informal channels (e.g. Slack).
• Monitor and analyse support metrics to identify trends and areas for improvement.
• Share monthly reports to ensure we can track support metrics over time, and understand whether we are on target with our SLAs.
• Develop and maintain comprehensive documentation for support processes, troubleshooting guides, and FAQs – ensure these are stored in the right places as the support process evolves.
• Foster a culture of continuous improvement and knowledge sharing.
• Ensure customer satisfaction by providing exceptional service and maintaining strong relationships with clients.
• Stay up-to-date with the latest developments in product/service offerings.

Skills & Attributes:

• Strong interpersonal skills and extensive experience interacting with external clients.
• Impeccable level of spoken and written English.
• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Proven experience as a Technical Support Engineer or similar role, preferably within a large organisation.
• Strong technical skills, including experience with APIs, microservice architecture, software development concepts, and network troubleshooting.
• Flexible mindset to embrace interim processes, whilst keeping the long-term ideal experience in mind.
• Excellent problem-solving and analytical skills.
• Strong communication skills, with the ability to explain technical concepts to non-technical users.
• Ability to work both independently and as part of a team in a fast-paced environment.
• Client-focused mindset with a commitment to delivering high-quality support.
• A professional and friendly approach.

Preferred Qualifications:

• Experience with Accounting and/or AI services and technologies.
• Familiarity with support ticketing systems and customer relationship management (CRM) tools (e.g. Salesforce customer services case management, ServiceNow).
• Certifications in relevant technologies or support methodologies.
• Familiarity with Observability tools such as Grafana, NewRelic.
• Fluency in French or German is a strong bonus.
• Experience working with Legal and Public Affairs / Communications teams is a plus.
• Background in Account Management / Client Success.

Team Structure & Logistics:

The team includes 3 support engineers and 1 Escalations Manager, operating on a weekly on-call rota to cover out of hours (each person will be on-call approximately once every 4 weeks). Expected to be contactable during bank holidays in the event of an incident if on-call for that week. Expected to coordinate annual leave with other team members to ensure coverage.