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Senior Technical Support Engineer

Web Recruit

London, London
2 days ago
London, London
£40k - £47k Per Year
2 days ago
£40k - £47k Per Year
Senior Technical Support Engineer
Salary Range: £40,000 - £47,000
Location: The Old Police House, Hyde Park, London
About us
 
Created in March 2017, The Royal Parks is a charity that supports and manages 5,000 acres of historic parkland across London. Millions of Londoners and tourists visit our beautiful sites, which offer unparalleled opportunities for enjoyment, exploration and healthy living in the heart of the capital.
We look after eight of London’s largest open spaces; Hyde Park, The Green, Richmond, Greenwich, St James’s, Bushy and The Regent’s Parks, and Kensington Gardens. We also manage other important open spaces in the capital including Brompton Cemetery, Victoria Tower Gardens, Canning Green and Poet’s Corner.
The Benefits
- Salary of £40,000 - £47,000 per annum, depending on experience.
- Pension scheme
- 26 days’ holiday pro rata plus public holidays
About the role
As the Senior Technical Support Engineer, you will work closely with the IT Infrastructure Manager to design and deliver a robust, secure, and flexible IT solution.
You will be responsible for ensuring all day-to-day maintenance tasks are performed, such as backups, system patching, monitoring systems, and reporting functions. You will also provide 2nd level end-user support and maintain the corporate backup and disaster recovery plan.
You will work closely with the Park Services and Events teams to ensure that appropriate access to IT services, including CCTV, is available throughout the Parks.
About you
As the Senior Technical Support Engineer, you will need to be an experienced IT professional, ideally qualified as a Microsoft Certified Solutions Associate/Microsoft Certified Professional. You will also be educated to degree standard in a computer related discipline.
You will have strong Microsoft skills and hands-on experience of Microsoft 365, with proven experience of Windows 10 modern desktop (including services such as autopilot, BitLocker, and windows defender). You will also have extensive knowledge of current windows server operating systems. Experience in supporting virtualised environments (such as VMware) would be beneficial.
You will also be a methodical, well organised individual, with a keen eye for detail and good written and verbal skills.
You will need a flexible approach to your working day, to ensure that the very best IT service is provided to our colleagues throughout the business.
The successful candidate will need Security Clearance (SC) or be willing to undergo the clearance process.
Other organisations may call this role IT Support Engineer, Technical Support Engineer, Senior IT Engineer, 2nd Line Support Engineer, Support Desk Engineer, IT Engineer, or Infrastructure Support Engineer.
To apply
 
If you’re seeking your next challenge as a Senior Technical Support Engineer within a unique and rewarding organisation, please apply via the button shown, where you will be required to submit your CV and a personal statement.
Closing date: Tuesday 23rd February 2021
This vacancy is being advertised by Webrecruit. The services advertised by Webrecruit are those of an Employment Agency.
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Graduate Customer Support Engineer

Mitsubishi Power Europe, Ltd

Central London / West End, London
23 days ago
Central London / West End, London
23 days ago

Summary:

Working closely with the engineering team leader, this person will be responsible among other tasks for providing daily technical assistance to our customers, solutions to various technical matters and support during maintenance activities planning and execution phases.

Customer Support Engineering team supports the operation and maintenance of OEM and Non OEM Gas Turbines, Steam Turbines, Generators, Control Systems, and Auxiliary Systems. The team is dedicated for engineering support during scheduled/forced outage, during operation as well as for new business development or existing business expansion while working closely with programme management, commercial and tendering team. The team is also engaged with customers to ensure reliability, availability and safety of the operating assets.

Job Description:

  • Customer Support Engineer is responsible for problem resolution for our customers related to gas turbines, steam turbines, generators and relevant auxiliaries.
  • Being part of multi-disciplinary engineering team, it will be expected to have flexibility to learn gas turbine, steam turbine, and generator operational aspects in addition to primary job responsibilities.
  • The engineer is also responsible for assisting engineering manager and engineering team for various customer support engineering activities.
  • Travelling to sites and customer premises is also expected from time to time.
  • Support the Operation and Maintenance of MITSUBISHI POWER gas Turbines, Steam Turbines, Control Systems and Auxiliary Equipment.
  • To prepare and write Technical reports, Technical procedures, etc. following the instruction of the Engineering Manager or Engineering Director
  • Respond to internal and external customer requests for technical issue resolution, using technical product knowledge and analytical skills while adhering to sound engineering principles, standards, practices and procedures.
  • Escalate issues as required acting as the liaison between the field and the design to drive specific technical resolution, identify the root cause and drive corrective actions.
  • Establish and maintain relationships with customers to make customer technical issues/requirements understood and addressed in a timely manner.
  • Lead and manage root cause analysis for technical issues. Provide technical leadership to personnel supporting project assigned to resolve customer technical issue.
  • Document technical data generated by the assigned project consistent with engineering policies and procedures.
  • Prepare technical presentations for customers ensuring the timely communication of significant issues or developments.
  • Travel to customer locations to support customer technical review meetings.
  • To support unplanned/forced outages to meet availability goals.
  • Provide commercial teams with technical support for sales and services proposal activities.
  • Act as interface between commercial, service and repairs.
  • Development of proactive working procedures for future work efficiency
  • To participate at the identification and resolution of Technical Non Conformity Reports (NCRs) and Request for Actions documents (RFAs).

Person Specification:

  • Bachelor’s Degree in Mechanical is preferred with exposure in any areas of Gas Turbine design, operation, repair, service, installation or commissioning
  • Solid understanding of Engineering fundamentals, specifically in the areas of; Fluid Mechanics, Strength of Materials, Thermodynamics and Heat Transfer, Machine Design- Dynamics of Machines and Vibrations, Materials Science and Metallurgy, Production Technologies and Machinery, Fluid Power and Control.
  • Knowledge of Engineering softwarelike CAD, FEM, CFD would be a bonus
  • Experience in developing and writing specifications and/or proposals.
  • Effective customer service skills and strong organisational skills.
  • Strong analytical and problem solving ability and adept at communicating with all levels of the organisation.
  • Proficient technical report writing and communication skills.
  • Ability to work in a multidisciplinary team having people with different cultures and nationalities.
  • Good knowledge of MS Office suite, including Word, Excel, PowerPoint, simulation software
  • Fluency in business English, knowledge of Japanese would be an advantage but not essential.
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Principal Cloud Identity Technical Support Engineer

Ping Identity

London, London
8 days ago
London, London
8 days ago

At Ping Identity, we're changing the way people think about enterprise security technology. With our innovative Identity Defined Security platform, we're building a borderless world where people have total freedom to work wherever and however they want. Without friction. Without fear.

We call this digital freedom. And it's not just something we provide our customers. It's something that drives our company. People don't come here to join a culture that's built on digital freedom. They come to cultivate it.

We're headquartered in Denver, Colorado, and we have offices and employees around the globe. And we serve the largest, most demanding enterprises worldwide, including over half of the Fortune 100. Because even in the most complex enterprise environments, security shouldn't be a source of anxiety. It should be one of your greatest competitive advantages.

Ping Identity has an industry-leading suite of software and services products which are centred around industry standards such as SAML, OAuth, OIDC, FIDO, LDAP Our SSO, Directory, MFA, CIAM and API Intelligence systems can be found operating in the Cloud and in customer's private data centres. PingCloud combines these capabilities on a dedicated cloud platform to provide a highly configurable global authentication authority and versatile SSO federation hub with practically limitless configuration options.

As a Senior Cloud Identity Technical Support Engineer, you will manage the third level of support for Ping Identity's global customers using PingCloud, Advanced Cloud Identity solution. You will report to the Manager of Technical Support. As a Senior Cloud Identity Technical Support Engineering, you will research complex functionality and usability related issues and service change requests; and work with our customers' IT personnel to understand the nature of and communicate steps to resolve or complete requests. You will act as a customer advocate with a direct line of communication to the product team; and have a desire for continuous development of product expertise. Engineers consult with and escalate to our product development and infrastructure teams when needed.

In this role there is an element of on-call, on rotation across the global team to insure that response and resolution Service level agreements are met.

You have:

  • 10 years related experience providing technical support at an Enterprise level
  • Passion for customer service
  • Logical troubleshooting ability
  • Experience collaborating and supporting others

You know:

  • Amazon Web Services
  • DevOps methodologies using Docker and Kubernetes
  • Git
  • Single Sign On (SAML, OAuth, OpenID & WS-FED)
  • Multi Factor Authentication (PingID, SecurID, DUO )
  • Lightweight Directory Access Protocol and Directory Services
  • Identity and Access Management solutions
  • Web server and application server integration and troubleshooting
  • SaaS applications (Salesforce, Google) and supporting SaaS solutions.
  • How to troubleshoot web-based applications (through HTTP Tracing tools and log analysis) in browsers and applications servers.
  • Public Key Infrastructure (PKI), X.509 certificates, SSL/TLS
  • Linux server OS management

Our Benefits:

  • Pension
  • Healthcare
  • Parental leave
  • Generous holiday schedule
  • Commuter offset
  • Education reimbursement

Ping Identity is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

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Technical Support Engineer

Beamery

London, England, United Kingdom, ENG
7 days ago
London, England, United Kingdom, ENG
7 days ago

About Beamery

Beamery’s mission is to help companies acquire their greatest asset; their people. Our Talent Operating System lets companies attract, engage and retain the best talent - it’s the one solution that enterprises need to deliver exceptional experiences at every stage of the talent journey, and build meaningful relationships with their future employees.

The role and requirements:

As a Technical Support Engineer you will be responsible for providing advanced technical support to Beamery customers, solving complex technical challenges, and leading continuous improvement initiatives across the Product Support team.  You will be joining a team of Product Support Associates that interface directly with customers on their day to day product questions. 

What will you be doing in Beamery:

  • Act as an escalated Point of Contact for the Product Support team members
  • Own highly technical customer escalations with clear expectations and timelines
  • Understanding, reproducing and resolving complicated technical issues 
  • Collaborate cross-functionally with internal teams (e.g. Professional Services, Product, Engineering), providing key product insights and development opportunities
  • Own the triage, investigation, and resolution of complex technical cases
  • Own scripts/tools/processes to define scalable, agile processes to support product escalations in areas where there is significant volume and customer impact
  • Regularly review customer-reported issues with our Engineering team to help drive discussions with key stakeholders in driving issues to resolution
  • Scale and optimise new or improved processes based on Product Support team feedback
  • Document problem resolution and provide tools/training/resources to other Product Support members in order to prevent issues from requiring escalation (where possible), as well as documenting potential self-service solutions for users
  • Maintain a prioritised backlog of improvement areas/fixes, communicating status updates to key stakeholders and gathering input on future prioritisation (aligning to internal operations team)

Who are we looking for:

  • 2-3 years of experience in a Technical Support Engineer type role in a SaaS environment
  • Enjoy improvisation and creative thinking while finding solutions to tricky problems
  • Display a high attention to detail and demonstrate strong analytical skills
  • Exhibit excellent written and verbal communication skills 
  • Intermediate understanding and application of project management techniques
  • Experience using support/issue tracking systems, such as: JIRA, Github, and Salesforce, are beneficial
  • Experience working with logs, and various monitoring tools such as: Qubole, Kibana, Splunk or Stackdriver
  • Experience with databases such as BigQuery, MongoDB, MySQL or Oracle 
  • Degree in computer science/mathematics/physics or related technical subject is highly desirable
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Technical Support Engineer - 2nd Line Linux Windows

Client Server

London, London
1 day ago
London, London
£25k - £30k Per Year
1 day ago
£25k - £30k Per Year
Technical Support Engineer (Linux / Windows Microsoft Office 365) Are you an ambitious technologist looking for an opportunity to accelerate your career in an excitingly progressive cyber security company?
The company is a leading provider of endpoint cyber security software solutions. Their encryption devices are used across a broad range of industries and sectors, from government to public sector, critical national infrastructure organisations and SMEs.
As a Technical Support Engineer you'll act as a key point of contact for clients, providing critical 2nd line technical and operational support to clients and colleagues and will be responsible for associated support tasks including logging tickets, performing debugging and testing, effectively technical issues as they arise.
You'll also undertake small - medium sized IT projects under the guidance of the Customer Operational Architect, using a modern tech stack. You'll be supported to grow, learn and develop your technical craft.
*Please note: this company is able to offer a remote interview and onboarding process during the current social distancing measures. You'll be based offices in the heart of London in due course where you can enjoy a relaxed software house atmosphere with a casual dress code, plus continued flexible work opportunities*
Requirements:
*You're educated to degree level, Computer Science preferred
*You have commercial experience in a similar technical support / application support role
*You have good working knowledge of both Linux and Windows OS
*You have strong knowledge of Microsoft Office 365
*You're naturally analytical and a keen problem solver
*You can navigate competing demands of concurrent technical issues and can prioritise tasks effectively
*You're passionate about technology and are keen to accelerate your career, learn and improve
*Desirable: Cloud experience (AWS, Azure); Terraform
As a Technical Support Engineer you'll earn a highly competitive salary (to £30k) plus a comprehensive benefits package.
If you are interested in this Technical Support Engineer (Linux / Windows Microsoft Office 365) opportunity, apply now or get in touch today to find out more.
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Technical Support Engineer II

iCIMS Talent Acquisition

London, UNAVAILABLE
2 days ago
London, UNAVAILABLE
2 days ago
Job Overview

Are you someone with strong communication skills who enjoys working with others? You’ve come to the right place! We’re looking for an outgoing, enthusiastic, and creative problem-solver to join our Customer Support team as a Technical Support Engineer (TSE). As a member of our Customer Support team, you’ll provide a service experience second to none as you help our customers tackle their problems head on and crush any technical obstacles in their path. And you’ll be supported internally by a best-in-class team as well, receiving ample training and development opportunities to help get you up and running and ready for primetime.


About Us

iCIMS is the talent cloud company that empowers organizations to attract, engage, hire, and advance the right talent that builds a diverse, winning workforce. With an award-winning culture and multiple locations across the U.S. and worldwide, iCIMS accelerates transformation for a community of more than 4,000 customers, including a third of the Fortune 100, that employ more than 30 million people worldwide. Dedicated to maintaining an inclusive, inspirational, and innovative work environment, and committed to consistent growth, we have a wide range of opportunity for career advancement within our organization. Come grow with us—apply today!


Responsibilities
  • Provide technical and/or consultative support to customers regarding iCIMS platform, integration products, and methodologies
  • Conduct root-cause analyses and provide customized solutions to customers aligned with their internal processes 
  • Use superior customer service skills by keeping a positive, caring, can-do attitude for our customers
  • Address, troubleshoot, and resolve customer concerns and issues in a timely manner
  • Address and resolve customer concerns and issues in a timely manner via ticketing system and phone
  • Document all events and interactions in SalesForce by creating, tracking, and closing cases when issues are resolved
  • Troubleshoot customer issues using remote desktop software
  • Interact with customers through phone and email to address and resolve concerns and issues
  • Dedicate yourself to the success and satisfaction of our customers
  • Re-create and solve customer problems within our Applicant Tracking Software (ATS)
  • Re-create and document examples of software bugs
  • Responsible for learning iCIMS’ platform and ancillary products quickly and providing accurate information about them to our customers
  • Consistently ensures that business is conducted with integrity at all times and that behavior aligns with iCIMS policies, procedures, and core competencies

Qualifications

Qualifications:

  • 2+ years of technical support experience
  • 2+ years of software troubleshooting experience
  • Multilingual in French, Spanish or Italian
  • Understanding of the roles and responsibilities of an HR professional
  • Learning time management capabilities
  • Demonstrated ability to have difficult conversations
  • Manage expectations early and often
  • Accountability to technical issues and customer experience/resolution
  • Ability to manage multiple persona types
  • Attention to detail
  • Experience with HRIS, CRM and / or ATS is a plus
  • Ability to be flexible in work schedule; including nights

 

Education/Certifications/Licenses Required 

  • BA/BS or equivalent in Technology and/or related fields, or relevant work experience

EEO Statement

 

iCIMS is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, protected veteran status or disability status and will not be discriminated against on the basis of disability. 

 


Compensation & Benefits
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Technical Support Engineer

Braze

London, London
30+ days ago
London, London
30+ days ago

WHO WE ARE

Braze delivers customer experiences across email, mobile, SMS, and web. Customers, including Seamless, HBO, Disney, Urban Outfitters, and Venmo, use the Braze platform to facilitate real-time experiences between brands and consumers in a more authentic and human way. And we do it at scale – each month, tens of billions of messages are sent to a network of over 2 billion active users through Braze.

Need more proof? Braze was named a Leader in the Gartner Magic Quadrant for Mobile Marketing Platforms in 2019 and the Forbes Cloud 100. The company has also been selected as one of Inc. Magazine’s Best Places to Work (2019 and 2020), and Crain's Best Places to Work in NYC (2019 and 2020).

WHAT YOU’LL DO

As a Technical Support Engineer in our London office, you will be an essential part of our Global Technical Support Team that owns the post-sale technical relationship with our customers.

Your focus will be to own, prioritize, troubleshoot, and build a response plan for complex inbound customer support issues relating to our platform. As part of our elite support engineering group, you will act as an escalation point helping your teammates in Support and Success with difficult and complex customer issues. You will also have the opportunity to be innovative and forward-thinking with time to create useful tools and documentation that will help our team and our clients be more successful and self-sufficient. Love looking at code? Great! You’ll get a chance to dive into our code base to perform data pull requests and bug fixes. You’ll be the “tip of the spear” in making our customers wildly successful with our platform!

WHO YOU ARE

People say you’re a great communicator and top-tier problem solver! You look for every opportunity to make things better and you’re all about the team. You get a thrill from helping customers and you know that even though the job isn’t easy, you’re making a difference each and every day. You’re naturally curious and you see every problem as an opportunity to learn more or help others (teammates or customers) learn more too.

WHAT YOU HAVE

  • BS in Computer Science (or similar experience-based proficiency level)
  • Strong coding experience in Ruby, Mongo, and JavaScript
  • Previous experience developing software, fantastic debugging skills
  • Excellent communication skills and customer-centric attitude
  • Ability to be part of an “on call” after-hours rotation team
  • Previous experience in a customer-facing role (Support, Solutions Consulting, etc.), specifically handling complex, time-sensitive escalated issues
  • Talent for synthesizing complex ideas and communicating them in a way others can easily understand
  • Bonus:
    • Technical domain knowledge of one or more of the following: SaaS, Mobile, APIs.
    • Experience in mobile platforms (Android, iOS)
    • Experience with most of the following: multithreaded coding, memory/performance debugging, UI development

WHAT WE OFFER

  • Competitive compensation that includes equity
  • Flexible time off policy to balance your work and life, including paid parental leave
  • Free daily lunch in the office (when we return to the office!), including snacks and beverages
  • Competitive medical, dental, and vision coverage for you and your dependents
  • Collaborative, transparent, and fun loving office culture

If you are a California resident subject to the California Consumer Privacy Act, click here to understand how Braze processes your personal information and how you can exercise your rights.

If you are located in the EU or UK visit our privacy policy to understand how Braze processes your personal information and how you can exercise your rights.

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Customer Support Engineer

Demandbase

London, England, United Kingdom, ENG
8 days ago
London, England, United Kingdom, ENG
8 days ago

About Demandbase:

Our success depends on our ability to create a diverse, equitable and inclusive environment. We’re committed to attracting, developing, retaining and promoting a diverse workforce. By ensuring that every Demandbase employee is able to bring a diversity of talents to work, we’re increasingly capable of living out our mission and providing real insight from our products to support our customers. We encourage people from underrepresented backgrounds and all walks of life to apply. Come grow with us at Demandbase!

The world’s largest and fastest-growing companies such as Accenture, Adobe, DocuSign and Salesforce rely on Demandbase to drive their Account-Based Marketing strategy and maximize their B2B marketing performance. We pioneered the ABM category nearly a decade ago, and today we lead the category as an indispensable part of the B2B MarTech stack. Our achievements and innovation would not be possible without the driven and collaborative teams here at Demandbase. As a company, we’re as committed to growing careers as we are to building world-class technology. We invest heavily in people, our culture and the community around us, and have continuously been recognized as one of the best places to work in the Bay Area. 

About the role:

As a Customer Support Engineer at Demandbase, you will address inbound issues that customers are having using your expertise in technical troubleshooting, JavaScript, and SQL.

This is a role for people who have either recently graduated from a coding bootcamp or are just starting out in their career as a software engineer. This is an excellent role to gain coding experience with a wealth of opportunity for advancements in your career. 

Please note that due to the COVID-19 pandemic, the Demandbase offices will be closed for the foreseeable future and all positions are remote until further notice.

What we’re looking for:

  • Solid technical troubleshooting background with JavaScript and SQL experience
  • 2+ years in a technical support role at a data-intense company
  • Experience facilitating between customer-facing and technical teams
  • Proven experience delivering excellent service to high-profile customers.
  • Web marketing, Analytics, AdTech and CRM experience a plus.
  • Salesforce/Zendesk experience is a plus 

A few traits that will be helpful to achieve success in this role:

  • Ability to handle high-pressure customer engagements with poise, patience, and persistence.
  • Ability to handle multiple projects simultaneously while maintaining a positive & optimistic attitude.
  • Flexible thinking. We’re looking for highly adaptable people to help us continue to grow this fast-evolving business. 

What you’ll be doing:

  • Delivers timely support to customers mostly via email 
  • Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution
  • Clearly communicate and set expectations with key stakeholders
  • Serve as the internal and external point of contact on customer escalations and ensure customer issues are resolved as expediently as possible
  • Collect information and document bugs (in Jira) for product issues that are impacting customers
  • Provide feedback to the training and documentation organization so that common or emerging issues can be addressed before they become serious or widespread
  • Create internal process or troubleshooting documentation
  • Push creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements and new ways to delight customers
  • Works with the Engineering Data team to ensure data quality, providing a vital feedback loop to continually improve the database 

 

Benefits: 

Our benefits include 100% paid for Medical, Dental and Vision for you and your entire family, short-term/long-term disability, life insurance, flexible vacation policy and 401K. Due to the COVID pandemic the Demandbase offices are closed for the foreseeable future. When the office reopens, we also offer commuter benefits, free snacks, catered lunch every Friday, chair massages, weekly yoga and much more! 

More About Demandbase:

Demandbase is the leader in Account-Based Marketing (ABM) and an indispensable part of the B2B tech stack. The company offers the only end-to-end ABM platform that helps B2B marketers identify, win and grow the accounts that matter most. The biggest and fastest growing companies in the world, such as Accenture, Adobe, DocuSign, GE, Salesforce and others rely on Demandbase to drive their ABM strategy and maximize their marketing performance. The company has been named to the JMP Securities list “The Hot 100: The Best Privately Held Software Companies,” the Deloitte Fast 500 and named a Gartner Cool Vendor for Tech Go-To Market. In 2019, Demandbase executives authored the definitive book on ABM, Account-Based Marketing: How to Target and Engage the Companies That Will Grow Your Revenue. For more information, please visit www.demandbase.com or follow the company on Twitter @Demandbase.

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Customer Support Engineer

Demandbase

London, London
7 days ago
London, London
7 days ago

About Demandbase:

Our success depends on our ability to create a diverse, equitable and inclusive environment. We’re committed to attracting, developing, retaining and promoting a diverse workforce. By ensuring that every Demandbase employee is able to bring a diversity of talents to work, we’re increasingly capable of living out our mission and providing real insight from our products to support our customers. We encourage people from underrepresented backgrounds and all walks of life to apply. Come grow with us at Demandbase!

The world’s largest and fastest-growing companies such as Accenture, Adobe, DocuSign and Salesforce rely on Demandbase to drive their Account-Based Marketing strategy and maximize their B2B marketing performance. We pioneered the ABM category nearly a decade ago, and today we lead the category as an indispensable part of the B2B MarTech stack. Our achievements and innovation would not be possible without the driven and collaborative teams here at Demandbase. As a company, we’re as committed to growing careers as we are to building world-class technology. We invest heavily in people, our culture and the community around us, and have continuously been recognized as one of the best places to work in the Bay Area. 

About the role:

As a Customer Support Engineer at Demandbase, you will address inbound issues that customers are having using your expertise in technical troubleshooting, JavaScript, and SQL.

This is a role for people who have either recently graduated from a coding bootcamp or are just starting out in their career as a software engineer. This is an excellent role to gain coding experience with a wealth of opportunity for advancements in your career. 

Please note that due to the COVID-19 pandemic, the Demandbase offices will be closed for the foreseeable future and all positions are remote until further notice.

What we’re looking for:

  • Solid technical troubleshooting background with JavaScript and SQL experience
  • 2+ years in a technical support role at a data-intense company
  • Experience facilitating between customer-facing and technical teams
  • Proven experience delivering excellent service to high-profile customers.
  • Web marketing, Analytics, AdTech and CRM experience a plus.
  • Salesforce/Zendesk experience is a plus 

A few traits that will be helpful to achieve success in this role:

  • Ability to handle high-pressure customer engagements with poise, patience, and persistence.
  • Ability to handle multiple projects simultaneously while maintaining a positive & optimistic attitude.
  • Flexible thinking. We’re looking for highly adaptable people to help us continue to grow this fast-evolving business. 

What you’ll be doing:

  • Delivers timely support to customers mostly via email 
  • Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution
  • Clearly communicate and set expectations with key stakeholders
  • Serve as the internal and external point of contact on customer escalations and ensure customer issues are resolved as expediently as possible
  • Collect information and document bugs (in Jira) for product issues that are impacting customers
  • Provide feedback to the training and documentation organization so that common or emerging issues can be addressed before they become serious or widespread
  • Create internal process or troubleshooting documentation
  • Push creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements and new ways to delight customers
  • Works with the Engineering Data team to ensure data quality, providing a vital feedback loop to continually improve the database 

 

Benefits: 

Our benefits include 100% paid for Medical, Dental and Vision for you and your entire family, short-term/long-term disability, life insurance, flexible vacation policy and 401K. Due to the COVID pandemic the Demandbase offices are closed for the foreseeable future. When the office reopens, we also offer commuter benefits, free snacks, catered lunch every Friday, chair massages, weekly yoga and much more! 

More About Demandbase:

Demandbase is the leader in Account-Based Marketing (ABM) and an indispensable part of the B2B tech stack. The company offers the only end-to-end ABM platform that helps B2B marketers identify, win and grow the accounts that matter most. The biggest and fastest growing companies in the world, such as Accenture, Adobe, DocuSign, GE, Salesforce and others rely on Demandbase to drive their ABM strategy and maximize their marketing performance. The company has been named to the JMP Securities list “The Hot 100: The Best Privately Held Software Companies,” the Deloitte Fast 500 and named a Gartner Cool Vendor for Tech Go-To Market. In 2019, Demandbase executives authored the definitive book on ABM, Account-Based Marketing: How to Target and Engage the Companies That Will Grow Your Revenue. For more information, please visit www.demandbase.com or follow the company on Twitter @Demandbase.

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Technical Support Engineer - Thursday-Sunday, 8am-6pm UTC

Kinsta

London
9 days ago
London
9 days ago
Kinsta is a modern cloud hosting company focused on WordPress hosting. We run our services on cutting edge technology and we are proud of the level of support we offer to our customers. Our talented and motivated team is scattered across the globe with team members hailing from every continent but Antarctica! We're constantly on the lookout for great talent to join our awesome team. If you’d like to become part of the Kinsta family, hit apply! Our client base is growing steadily and we’re looking for a competent Support Engineer with exceptional communication and technical skills who can provide enterprise level technical support to our customers via our live chat support system. Support at Kinsta is not an afterthought; it is part of the Kinsta DNA and culture to provide world-class support to our customers. Kinsta is proud to be an equal opportunity employer. We will not discriminate and we will take actions to ensure against discrimination in employment, recruitment, advertisements for employment, compensation, termination, promotions, and other conditions of employment against any employee or job applicant on the bases of race, color, gender, national origin, citizenship, age, religion, creed, disability, marital status, veteran’s status, sexual orientation, gender identity, gender expression, or any other status protected by the laws or regulations in the locations where we operate. By applying to one of our positions, you agree to the processing of the submitted personal data in accordance with Kinsta's Privacy Policy, including the transfer of your data to the United States, which does not have a GDPR-equivalent data protection law.

Salary

£40k - £47k Per Year

Job Type

full-time

Posted

2 days ago

Description

Senior Technical Support Engineer
Salary Range: £40,000 - £47,000
Location: The Old Police House, Hyde Park, London

About us
 
Created in March 2017, The Royal Parks is a charity that supports and manages 5,000 acres of historic parkland across London. Millions of Londoners and tourists visit our beautiful sites, which offer unparalleled opportunities for enjoyment, exploration and healthy living in the heart of the capital.
 
We look after eight of London’s largest open spaces; Hyde Park, The Green, Richmond, Greenwich, St James’s, Bushy and The Regent’s Parks, and Kensington Gardens. We also manage other important open spaces in the capital including Brompton Cemetery, Victoria Tower Gardens, Canning Green and Poet’s Corner.

The Benefits
 
- Salary of £40,000 - £47,000 per annum, depending on experience.
- Pension scheme
- 26 days’ holiday pro rata plus public holidays

About the role

As the Senior Technical Support Engineer, you will work closely with the IT Infrastructure Manager to design and deliver a robust, secure, and flexible IT solution.

You will be responsible for ensuring all day-to-day maintenance tasks are performed, such as backups, system patching, monitoring systems, and reporting functions. You will also provide 2nd level end-user support and maintain the corporate backup and disaster recovery plan.

You will work closely with the Park Services and Events teams to ensure that appropriate access to IT services, including CCTV, is available throughout the Parks.

About you

As the Senior Technical Support Engineer, you will need to be an experienced IT professional, ideally qualified as a Microsoft Certified Solutions Associate/Microsoft Certified Professional. You will also be educated to degree standard in a computer related discipline.

You will have strong Microsoft skills and hands-on experience of Microsoft 365, with proven experience of Windows 10 modern desktop (including services such as autopilot, BitLocker, and windows defender). You will also have extensive knowledge of current windows server operating systems. Experience in supporting virtualised environments (such as VMware) would be beneficial.

You will also be a methodical, well organised individual, with a keen eye for detail and good written and verbal skills.

You will need a flexible approach to your working day, to ensure that the very best IT service is provided to our colleagues throughout the business.

The successful candidate will need Security Clearance (SC) or be willing to undergo the clearance process.

Other organisations may call this role IT Support Engineer, Technical Support Engineer, Senior IT Engineer, 2nd Line Support Engineer, Support Desk Engineer, IT Engineer, or Infrastructure Support Engineer.

To apply
 
If you’re seeking your next challenge as a Senior Technical Support Engineer within a unique and rewarding organisation, please apply via the button shown, where you will be required to submit your CV and a personal statement.

Closing date: Tuesday 23rd February 2021

This vacancy is being advertised by Webrecruit. The services advertised by Webrecruit are those of an Employment Agency.