Product Support Engineer

Rein-Ton; London; Remote; GBP 40,000 - 65,000; Full time

Job summary

An established industry player is looking for a Product Support Engineer to provide advanced technical support and mentoring. This remote role offers the chance to manage complex issues, collaborate with engineering teams, and contribute to high-impact solutions. The ideal candidate will have a strong background in web-based applications and excellent analytical and communication skills. If you're passionate about technology and eager to make a difference, this opportunity is perfect for you.

Qualifications

• Deep knowledge of web platforms/SAAS and APIs.
• Experience with network logs and ERP systems is advantageous.

Responsibilities

• Mentoring less experienced team members.
• Managing, triaging, and investigating technical issues.
• Collaborating with engineering to understand and resolve issues.

Skills

Technical Support

Analytical Skills

Communication Skills

Presentation Skills

Education

4+ years in 2nd or 3rd level support

Residency in the EU/UK with right to work

Tools

ITIL

JIRA

Azure DevOps

Confluence

Ticketing Systems

Job description

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About the company

Rein-Ton is seeking a Product Support Engineer to join their team. This role offers an opportunity to work remotely and engage in technical support activities.

Role overview

This position involves providing mentoring and advanced technical support at a Tier 2 level, managing and resolving complex issues, and collaborating with engineering teams.

Responsibilities

1. Mentoring less experienced team members.
2. Managing, triaging, and investigating technical issues.
3. Supporting reporting and escalation processes.
4. Collaborating with engineering to understand and resolve issues.
5. Participating in client and partner calls.
6. Creating reports and action plans.
7. Owning problems to resolution and supporting high-impact issues.

Qualifications

• 4+ years in 2nd or 3rd level support for web-based applications.
• Residency in the EU/UK with right to work.
• Deep knowledge of web platforms/SAAS and APIs.
• Strong analytical, communication, and presentation skills.
• Experience with ITIL, JIRA, Azure DevOps, Confluence, and ticketing systems.
• Experience with network logs and ERP systems is advantageous.

Additional details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Location: Remote (UK/EU)

Note: The original description included extraneous details about other roles and location listings that are not directly relevant to this specific job posting. The refined version focuses solely on the Product Support Engineer role at Rein-Ton, emphasizing clarity and relevance.