Second-Line Support Engineer - Escalations & Troubleshooting

Amazon Inc.; Swansea; On-site; GBP 28,000 - 42,000; Full time

Benefits offered by this job

Dog-friendly office

Monthly social events

Work-life balance

Job summary

Veeqo, a Swansea-based software company used by Amazon sellers, is seeking a Second Line Support Engineer to diagnose and resolve escalated incident tickets and deliver high-quality technical support.

You will collaborate with the engineering team, develop internal documentation, and help the support team improve their technical knowledge and troubleshooting ability, all in a friendly, dog-friendly office environment that values work-life balance.

Qualifications

• Experience in technical support, or experience in software development.
• Experience that includes strong analytical skills, attention to detail, and effective communication abilities, or experience working with customers with a passion for delivering exceptional service and experience troubleshooting and debugging technical systems.

Responsibilities

• Diagnose, investigate, and resolve escalated support tickets in a timely manner, providing consistent and high-quality technical support, implementing workarounds where appropriate.
• Escalate complex issues or suspected system defects to the engineering team, providing detailed information and steps to reproduce the problem in order to facilitate timely resolution.
• Develop internal documentation and systems to help the support team improve their technical knowledge and troubleshooting ability.

Skills

Technical support

Analytical skills

Communication

Customer service

Education

Bachelor's degree in computer science

Tools

Batch

VB

PowerShell

Java

C#

Chef

Perl

Ruby

PHP

Job description

Veeqo, a Swansea-based software company used by Amazon sellers, is seeking a Second Line Support Engineer to diagnose and resolve escalated incident tickets and deliver high-quality technical support.

You will collaborate with the engineering team, develop internal documentation, and help the support team improve their technical knowledge and troubleshooting ability, all in a friendly, dog-friendly office environment that values work-life balance.