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- Tasks: Provide remote technical support and troubleshoot complex issues for our partners and customers.
- Company: Join Xurrent, a cutting-edge company transforming IT Service Management.
- Benefits: Enjoy a supportive culture, career growth opportunities, and the chance to make a real impact.
- Why this job: Be part of a forward-thinking team that values innovation and community engagement.
- Qualifications: 3+ years in technical support; strong troubleshooting skills; excellent communication abilities.
- Other info: Xurrent is committed to diversity and inclusion in the workplace.
The predicted salary is between 30000 - 42000 £ per year.
Join Xurrent, a dynamic and innovative company that is reshaping the landscape of IT Service Management (ITSM). At Xurrent, we believe in the power of transformation, not just in the solutions we provide to our clients, but also in the careers of our team members. Our platform is revolutionizing the way organizations manage their service relationships, and we are looking for dedicated individuals who are ready to join us in this journey of transformation.
If you’re eager to be part of a forward-thinking company that thrives on community, engaging work, and grit, Xurrent is the place for you. We don’t just offer jobs; we offer transformative career experiences. Our culture is built on empowerment, and we provide the resources and support needed for our team members to excel, innovate, and drive change.
As a Support Engineer at Xurrent, you will be instrumental in delivering technical expertise to our partners and customers throughout implementation projects and ongoing platform usage. Your role will involve diagnosing and resolving complex technical issues, contributing to internal knowledge sharing, and ensuring seamless operation of the Xurrent platform. You’ll work closely with cross-functional teams, including Customer Success and Development, to drive customer satisfaction and platform reliability.
Responsibilities- Provide remote support to Xurrent partners and customers across all environments (AU, CH, EU, UK, US).
- Troubleshoot and resolve complex issues related to the Xurrent platform.
- Identify reproduction paths for bugs, document findings, and collaborate with the Development team to resolve issues.
- Test bug fixes and new features before deployment to QA and Production environments.
- Create and maintain knowledge articles to address recurring customer issues and improve internal support resources.
- Continuously update existing articles to reflect new solutions and best practices.
- Respond to advanced Xurrent-related requests, particularly those related to automation, integrations, and platform functionality.
- Partner with Customer Success and Development to resolve high-priority or escalated issues.
- Work closely with the Xurrent Manager, Support Engineering and other internal teams to prioritize and resolve customer incidents.
- Stay informed about platform updates, new features, and best practices.
- At least 3 years of technical support experience, with expertise in troubleshooting complex technical issues.
- Experience with service management frameworks; ITIL 4 Foundation certification is a plus (or must be completed within 12 months).
- Working knowledge of SSO configuration, HTML/CSS parsing, and integrating systems using REST or GraphQL APIs.
- Strong technical troubleshooting skills and the ability to resolve issues independently.
- Excellent written and verbal communication skills, including the ability to explain technical concepts to diverse audiences.
- Proven ability to collaborate across departments and with external stakeholders.
Xurrent is an equal opportunity employer. We’re committed to creating an inclusive environment for all our employees, where different backgrounds and perspectives are valued and encouraged.
Support Engineer, London employer: Xurrent
Contact Detail:
Xurrent Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Engineer, London
✨Tip Number 1
Familiarise yourself with the Xurrent platform and its features. Understanding how the platform operates will not only help you during the interview but also demonstrate your genuine interest in the role.
✨Tip Number 2
Brush up on your technical troubleshooting skills, especially related to SSO configuration, HTML/CSS parsing, and API integrations. Being able to discuss these topics confidently can set you apart from other candidates.
✨Tip Number 3
Network with current or former employees of Xurrent on platforms like LinkedIn. They can provide valuable insights into the company culture and the specifics of the Support Engineer role, which can be beneficial for your application.
✨Tip Number 4
Prepare to showcase your collaboration skills. Think of examples where you've worked cross-functionally or resolved complex issues with teams, as this is a key aspect of the role at Xurrent.
We think you need these skills to ace Support Engineer, London
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Support Engineer position at Xurrent. Tailor your application to highlight relevant experience in technical support and troubleshooting.
Highlight Relevant Experience: In your CV and cover letter, emphasise your technical support experience, especially any work with IT service management frameworks or troubleshooting complex issues. Mention specific tools or technologies you've used that align with the job description.
Showcase Communication Skills: Since excellent written and verbal communication skills are crucial for this role, provide examples in your application of how you've effectively communicated technical concepts to non-technical audiences. This could be through previous roles or projects.
Personalise Your Application: Make your application stand out by personalising it for Xurrent. Mention why you're excited about their mission and how your values align with their culture of empowerment and innovation. This shows genuine interest in the company.
How to prepare for a job interview at Xurrent
✨Showcase Your Technical Skills
As a Support Engineer, you'll need to demonstrate your technical troubleshooting abilities. Be prepared to discuss specific examples of complex issues you've resolved in the past, and how you approached diagnosing and fixing them.
✨Understand ITSM and Xurrent's Role
Familiarise yourself with IT Service Management (ITSM) concepts and how Xurrent is innovating in this space. Showing that you understand their mission and how you can contribute will set you apart from other candidates.
✨Prepare for Collaboration Questions
Since the role involves working closely with cross-functional teams, be ready to discuss your experience collaborating with others. Think of examples where you successfully worked with different departments to resolve issues or improve processes.
✨Communicate Clearly and Effectively
Excellent communication skills are crucial for this role. Practice explaining technical concepts in simple terms, as you may need to convey information to non-technical stakeholders. This will demonstrate your ability to bridge the gap between technical and non-technical audiences.
