Second Line Support Engineer, Veeqo

Veeqo; Swansea; On-site; GBP 30,000 - 45,000; Full time

Job summary

Veeqo Limited is seeking a Second Line Support Engineer in Swansea to diagnose, investigate and resolve escalated tickets, providing high-quality technical support to our customers. You will escalate complex issues to the engineering team with precise reproduction steps and help build internal docs to improve troubleshooting capabilities.

The role emphasizes proactive problem-solving, strong communication, and collaboration within a fast-growing ecommerce software team.

Qualifications

• Experience in technical support or software development.
• Strong analytical skills with attention to detail and effective communication.
• Experience working with customers delivering exceptional service and troubleshooting.

Responsibilities

• Diagnose, investigate, and resolve escalated support tickets promptly with quality technical assistance.
• Escalate complex issues to engineering with clear reproduction steps to speed resolution.
• Develop internal documentation to uplift the support team's technical knowledge.

Skills

Technical support

Analytical skills

Attention to detail

Communication skills

Education

Bachelor's degree in computer science or equivalent

Tools

Batch, VB, PowerShell, Java, C#, Chef, Perl, Ruby, PHP

Job description

Description

As a Second Line Support Engineer at Veeqo, you will serve as a technical expert, diagnosing, investigating, and resolving escalated incident tickets to provide consistent and high-quality service to our customers.

Description

As a Second Line Support Engineer at Veeqo, you will serve as a technical expert, diagnosing, investigating, and resolving escalated incident tickets to provide consistent and high-quality service to our customers.

Key job 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

About The Team

Veeqo (https://www.veeqo.com/) is Amazon’s Free Shipping and Inventory Management Software, allowing Amazon sellers to manage orders across a range of ecommerce websites and marketplaces and purchases shipping labels with the lowest commercial rates from major shipping carriers.

We are a transparent, collaborative organization that values driven, adaptable team members focused on getting the job done. We all approach every task with passion - no matter the scale. Our friendly, supportive team works hard but prioritizes a healthy work-life balance. We care about your personal life, family, and interests outside of work.

The office has a relaxed and welcoming atmosphere (and is dog-friendly!). We also organize monthly social events for the team to help bond and enjoy each other's company in a more casual setting.

The following article and video illustrates a bit more about Veeqo: https://www.aboutamazon.co.uk/news/job-creation-and-investment/meet-veeqo-the-swansea-based-company-bringing-tech-jobs-to-wales

Basic 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

Preferred Qualifications

• Bachelor's degree in computer science or equivalent
• Experience with programming/scripting (Batch, VB, PowerShell, Java, C#, Chef, Perl, Ruby and/or PHP)
• Previous experience working in a Support Desk environment and utilizing associated Support Desk software and processes would be an advantage.

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Company

Veeqo Limited - L69

Job ID: A10585095