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- Tasks: Provide top-notch technical support and solutions to global customers using Zendesk and Jira.
- Company: Join Treasure Data, a leading AI-powered Customer Data Platform recognised for innovation and excellence.
- Benefits: Enjoy competitive pay, pension plans, medical cover, and stock options in a hybrid work environment.
- Why this job: Be part of a dynamic team that values diversity, innovation, and exceptional customer service.
- Qualifications: Five years in customer-facing roles, strong SQL skills, and familiarity with programming languages preferred.
- Other info: Work from our London office with a commitment to continuous learning and professional growth.
The predicted salary is between 43200 - 72000 £ per year.
This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board. At Treasure Data, we're on a mission to radically simplify how companies use data to create connected customer experiences. Our sophisticated cloud-based customer data platform drives operational efficiency across the enterprise to deliver powerful business outcomes in a way that's safe, flexible, and secure. We are thrilled that Gartner Magic Quadrant has recognized Treasure Data as a Leader in Customer Data Platforms for 2024!
About the Role: You will be at the forefront of customer interaction and issue resolution for our company. Your primary focus will be to swiftly deliver dependable solutions to our global clientele, reducing their time to value. You will join a diverse team of professionals, with ample opportunities for professional growth both horizontally and vertically within the organisation.
Responsibilities & Duties:
- Provide technical support to customers via Zendesk and Jira ticketing tools
- Collaborate with cross-functional teams, including customer success, engineering, product, and professional services, to resolve global customer issues
- Analyse and troubleshoot customer issues related to our Customer Data Platform (CDP)
- Educate customers on best practices and product features to increase their adoption and success
- Identify and prioritise customer feedback to improve our product and customer experience
- Contribute to the development of our internal and public documentations to enhance support efficiency and effectiveness
- Participate in regular team meetings and training sessions to stay up-to-date on our product and support processes
- Continuously learn and expand technical and product knowledge to become a subject matter expert in our CDP
- Prioritise customer satisfaction and aim to provide exceptional support to every customer interaction
- Collaborate with global teams, including Japan and UK, and US to share knowledge and escalate customer issues for follow-the-sun support model of 24x7 on-call support
Required Qualifications:
- A minimum of five years of experience working in a customer-facing role
- Excellent troubleshooting and problem-solving skills
- Strong SQL writing skills to troubleshoot and analyze data issues
- Hands-on experience in using monitoring tools such as Splunk and DataDog
- Proficient in managing time-critical requests
- Familiarity with at least one programming language is desirable, such as Python, Ruby, or Shell
- Proficient in working with REST APIs through CURL or using a platform, such as Postman
- Previous experience working in CDP is a bonus
- Passion for learning and expanding technical and product knowledge
- Ability to work independently and as part of a team in a fast-paced, dynamic environment
- Customer-focused mindset with a commitment to providing exceptional customer support
- Strong communication skills with excellent verbal and written English abilities
- Having knowledge of ticketing tools like Jira and Zendesk is an advantage
Physical Requirements: Working out of the London office according to our "Global Hybrid Working Policy."
Perks and Benefits (UK): Our benefit package showcases our culture of care and empathy with competitive compensation packages, salary sacrifice pension plan with 7% employer match, supplemental medical and dental cover offered, and 5X annual salary for life cover provided.
About Treasure Data: Treasure Data is the Intelligent Customer Data Platform (CDP) built for enterprise scale and powered by AI. Recognized as a Leader by Forrester and IDC, Treasure Data empowers the world's largest and most innovative companies to deliver hyper-personalized customer experiences at scale that increase revenue, reduce costs, and build trust.
Our Dedication to You: We value and promote diversity, equity, inclusion, and belonging in all aspects of our business and at all levels. Success comes from acknowledging, welcoming, and incorporating diverse perspectives.
Senior Technical Support Engineer employer: Treasure Data
Contact Detail:
Treasure Data Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Technical Support Engineer
✨Tip Number 1
Familiarise yourself with Treasure Data's Customer Data Platform (CDP) and its features. Understanding the product inside out will not only help you in interviews but also demonstrate your genuine interest in the role.
✨Tip Number 2
Brush up on your SQL skills, as strong SQL writing is essential for troubleshooting data issues. Consider working on sample queries or projects that showcase your ability to analyse and manipulate data effectively.
✨Tip Number 3
Gain hands-on experience with ticketing tools like Zendesk and Jira. If you haven't used them before, look for online tutorials or practice environments to get comfortable with their functionalities.
✨Tip Number 4
Network with current or former employees of Treasure Data on platforms like LinkedIn. Engaging with them can provide valuable insights into the company culture and the specific challenges faced in the technical support role.
We think you need these skills to ace Senior Technical Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience, especially in customer-facing roles and technical support. Emphasise your troubleshooting skills, SQL proficiency, and familiarity with tools like Zendesk and Jira.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and problem-solving. Mention specific examples of how you've successfully resolved customer issues in the past and how you can contribute to Treasure Data's mission.
Showcase Technical Skills: Clearly outline your technical skills, including any programming languages you know and your experience with monitoring tools. Highlight your ability to work with REST APIs and any previous experience with Customer Data Platforms.
Demonstrate Cultural Fit: Treasure Data values diversity and inclusion. In your application, reflect on how your personal values align with their culture of care and empathy. Share experiences that demonstrate your commitment to teamwork and customer satisfaction.
How to prepare for a job interview at Treasure Data
✨Showcase Your Technical Skills
As a Senior Technical Support Engineer, you'll need to demonstrate your technical prowess. Be prepared to discuss your experience with SQL, monitoring tools like Splunk and DataDog, and any programming languages you know. Highlight specific examples where you've successfully resolved complex technical issues.
✨Emphasise Customer-Centric Mindset
Treasure Data values exceptional customer service. During the interview, share instances where you've gone above and beyond to assist customers. Discuss how you prioritise customer satisfaction and how your proactive problem-solving skills have positively impacted customer experiences.
✨Familiarise Yourself with the Company’s Products
Understanding Treasure Data's Customer Data Platform (CDP) is crucial. Research their products and be ready to discuss how you can contribute to enhancing customer experiences. Mention any relevant experience you have with CDPs or similar technologies.
✨Prepare for Collaborative Scenarios
Collaboration is key in this role. Be ready to talk about your experience working with cross-functional teams. Prepare examples of how you've effectively communicated and collaborated with colleagues from different departments to resolve customer issues.