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For Companies At a Glance
- Tasks: Help customers solve technical issues and enhance their experience with our innovative solutions.
- Company: Join TetraScience, a leader in Scientific Data and AI revolution.
- Benefits: Enjoy competitive salary, equity, flexible working, and a supportive team culture.
- Why this job: Make a real impact by improving customer experiences in a cutting-edge tech environment.
- Qualifications: 4+ years in technical support, AWS knowledge, and excellent communication skills.
- Other info: Fully remote work with opportunities for professional growth.
The predicted salary is between 36000 - 60000 £ per year.
TetraScience is the Scientific Data and AI company, catalyzing the Scientific AI revolution by designing and industrializing AI-native scientific data sets. We are the category leader in this vital new market, generating more revenue than all other companies in the aggregate.
In connection with your candidacy, you will be asked to carefully review the Tetra Way letter, authored by Patrick Grady, our co-founder and CEO. This letter is designed to assist you in understanding whether TetraScience is the right fit for you from a values and ethos perspective.
What You Are
- You thrive on working well with others and make the people around you better.
- You love to collaborate with team members, customers, field engineers, and executives.
- You strive to excel in your craft and are passionate about delivering delightful customer experiences.
- You take ownership of all aspects of the customer journey from case creation to resolution.
- You seek understanding and clarity, viewing every interaction as an opportunity to learn.
- You have the humility and confidence to not be the smartest person in the room.
What You Will Do
- This position focuses on working with customers to address technical issues.
- You will investigate end-to-end usability, stability, scale, and performance issues reported by customers.
- You will drive issues to resolution and/or identify workarounds to unblock customers.
- You will prioritise and complete work to meet service level agreements.
- You will streamline communication with customer success and document relevant information.
- You will develop tools, scripts, benchmarks, and documentation to help diagnose and fix issues.
- You will work extensively with account teams to drive value for customers.
Requirements
Mandatory
- 4+ years (7+ for Senior role) in a technical customer-facing support role.
- Solid understanding of AWS technologies including CloudWatch, ECS, S3, CloudFormation, Lambdas, SQS.
- Baseline IT skills including TCP/IP networking and Windows system administration.
- Troubleshooting experience with API and various types of integration at scale in AWS.
- Experience with CloudNative platforms, Micro-services, Docker, and SaaS deployments.
- Demonstrated experience of debugging software reliability issues in a distributed environment.
- Excellent interpersonal and communication skills including fluent English to a technical level.
- Self-driven, innovative, and willing to take initiative.
- Ability to solve complex problems to specific timelines.
- Suitable home working environment for fully remote work.
- Professional and mature demeanour for customer communication and possible site visits.
- Resident in and able to work from the UK. VISA's not provided nor sponsored.
Beneficial
- Experience in one or more scripting or programming languages.
- Strong familiarity with using CRMs like Zendesk or Salesforce.
- Bachelor's degree in computer science or a technical related field.
Benefits
- Competitive salary and equity in a fast-growing company.
- Supportive, team-oriented culture of continuous improvement.
- Flexible working arrangements and remote work.
(Senior) Customer Support Engineer employer: TetraScience
Contact Detail:
TetraScience Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land (Senior) Customer Support Engineer
✨Tip Number 1
Get to know TetraScience inside out! Before your interview, dive into their website and the Tetra Way letter. Understanding their values will help you connect better during conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your technical skills! Since this role is all about solving customer issues, brush up on your AWS knowledge and troubleshooting techniques. Be ready to discuss real-life scenarios where you've tackled similar challenges.
✨Tip Number 3
Show off your collaboration skills! TetraScience values teamwork, so think of examples where you've worked with others to achieve a goal. Highlight how you’ve made an impact on your team and customers alike.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and serious about joining the TetraScience family. Don’t miss out on this opportunity!
We think you need these skills to ace (Senior) Customer Support Engineer
Some tips for your application 🫡
Read the Tetra Way Letter: Before you dive into your application, make sure to read the Tetra Way letter from our CEO, Patrick Grady. It’s super important for understanding our values and whether we’re the right fit for each other.
Show Your Passion for Customer Support: When writing your application, let us see your passion for delivering amazing customer experiences. Share specific examples of how you've gone above and beyond to help customers in your previous roles.
Highlight Your Technical Skills: Don’t forget to showcase your technical expertise! Mention your experience with AWS technologies, troubleshooting skills, and any relevant programming languages. We love seeing how you can bring your skills to the table.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates during the process!
How to prepare for a job interview at TetraScience
✨Know the Tetra Way
Before your interview, make sure to read and reflect on the Tetra Way letter. Understanding the company's values and ethos is crucial, as it will help you align your answers with what TetraScience stands for. This shows that you’re not just interested in the role, but also in being a part of their culture.
✨Show Your Technical Skills
Be prepared to discuss your experience with AWS technologies and troubleshooting in detail. Bring examples of how you've resolved technical issues in the past, especially those related to performance and scalability. This will demonstrate your expertise and problem-solving abilities, which are key for a Customer Support Engineer.
✨Emphasise Collaboration
Since this role involves working closely with customers and various teams, highlight your collaborative experiences. Share specific instances where you’ve worked with others to achieve a common goal or resolve a customer issue. This will show that you thrive in team environments and can inspire those around you.
✨Ask Insightful Questions
Prepare thoughtful questions about the company’s approach to customer support and engineering collaboration. This not only shows your interest in the role but also your desire to understand how you can contribute effectively. Asking questions demonstrates your willingness to learn and engage with the team.
