Engineering Lead Technical Support Engineer London

Conduktor Inc; London; Hybrid; GBP 40,000 - 80,000; Full time

Job summary

An innovative company is seeking a Lead Technical Support Engineer to ensure seamless customer interactions. This hands-on role involves troubleshooting technical issues, leading a support team, and implementing strategic improvements to enhance user experience. The ideal candidate thrives in a fast-paced environment and possesses strong leadership and problem-solving skills. Join a dynamic team where your contributions will directly impact customer satisfaction and product development. This is an exciting opportunity to be part of a forward-thinking organization that values collaboration and adaptability.

Benefits

Stock options

25 days PTO + public holidays

Company-wide events

Dog-friendly office

Qualifications

• Proven experience in technical support or customer success roles.
• Strong troubleshooting skills and coding experience in Java or Scala.

Responsibilities

• Build and manage a high-performing technical support team.
• Lead the refinement of support processes to enhance customer experience.

Skills

Technical Leadership

Troubleshooting Skills

Coding in JVM Languages

Communication Skills

Customer Success Mindset

Tools

Apache Kafka

Cloud-based SaaS Products

Job description

Conduktor is an Enterprise Data Management (EDM) platform that specialises in streaming. We empower industry leaders to implement their Streaming Data Strategy with a comprehensive approach to data control, compliance, and security; unconstrained by their infrastructure providers. Our platform mitigates data security risks while enhancing communication, automation, and observability across data flows, enabling teams to collaborate effortlessly across the organisation.

We have hubs in London and New York, and we are looking for people who are excited by our mission and who want to share this journey with us. For us, hybrid means being in the office together on Mondays, Wednesdays, and Thursdays.

About the role

As a Lead Technical Support Engineer, you will be the frontline of customer interactions, ensuring a seamless experience for users by troubleshooting issues, resolving inquiries, and providing expert guidance on our platform.

This hands-on role will work closely with internal teams to resolve customer-facing issues, and lead a team in identifying and implementing root cause fixes. You will also identify and deliver strategic improvements to our support tools and processes.

This role is suited to a hands-on technical leader who thrives in a fast-paced environment and enjoys problem-solving.

What will you be doing?

1. Building and managing a high performing technical support team for Conduktor.
2. Defining and tracking key performance metrics for the support team, including response times and customer satisfaction scores.
3. Leading the continuous refinement of support processes within the support team and across our product engineering and customer success teams to enhance the overall customer experience.
4. Leading a team to identify and implement fixes for customer issues, ensuring they work alongside product engineering where necessary.
5. Leading the proactive implementation of features across our platform to increase the ability for customers and our support engineers to effectively identify and resolve problems.
6. The role is hands-on - and will be front line investigating and resolving technical issues with our product for our customers, including the implementation of patches.
7. Identifying and communicating customer feedback to relevant internal teams, helping to shape product improvements.

What experience are we looking for?

1. Proven technical leadership experience in a technical support, customer success, or engineering support role.
2. Strong troubleshooting skills with the ability to diagnose and resolve complex technical issues efficiently.
3. Coding experience in JVM based languages, ideally Java or Scala.
4. Excellent communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.
5. Experience supporting cloud-based SaaS products, preferably in the data infrastructure or DevOps space.
6. Familiarity with Apache Kafka, distributed systems, or modern data streaming technologies is a plus.
7. Comfortable working in a fast-growing startup environment where adaptability and initiative are key.
8. A customer-first mindset with a passion for delivering exceptional support experiences.

Perks and Benefits

1. Stock options.
2. 25 days PTO + public holidays.
3. Company-wide events and team socials.
4. Our office is dog friendly! Our resident pooches Lexi and Honey are always looking for furry colleagues to join them.

Equal Opportunity Statement

Fostering an inclusive environment is vital to us, and we want to bring people on board who share our values. We admire those who love collaborating, strive to learn, and are excited by our mission. If you are interested in this role, we would love for you to apply!

Conduktor is an Equal Opportunity Employer. All applicants are considered without regard to race, ethnicity, national origin, religion, sex, gender identity, sexual orientation, age, mental or physical disability, marital status, protected veteran, or parental status.