Senior Support Services Engineer - EMEA (Remote)

Drata; United Kingdom; Remote; GBP 73,000 - 95,000; Full time

Job summary

An innovative company is seeking a Senior Support Services Engineer to enhance customer satisfaction through effective technical support. In this role, you will tackle challenging customer inquiries, collaborate with internal teams, and lead resolution efforts for escalated issues. With a focus on proactive monitoring and continuous improvement, you will document solutions and contribute to support documentation. This remote position offers a competitive salary and benefits, including a learning budget and flexible vacation policy, making it an exciting opportunity for tech-savvy professionals passionate about customer success.

Benefits

Health benefits

Learning & Development budget

Flexible vacation policy

16 weeks paid parental leave

Home office stipend

Qualifications

• 5–10 years of engineering experience with coding skills.
• 3–4 years in a technical support role, preferably in tech companies.

Responsibilities

• Engage with customers to resolve technical issues via email and meetings.
• Document and track customer issues in the support ticketing system.

Skills

Technical Support

Problem-Solving

Communication Skills

JIRA

APIs

SaaS Integrations

Database Operations

Coding Skills

Analytical Skills

Customer Focus

Education

Bachelor's degree in Computer Science

Tools

JIRA

UNIX Command-Line Tools

Job description

Join to apply for the Senior Support Services Engineer - EMEA (Remote) role at Drata

Summary

As a Senior Support Services Engineer, you will play a crucial role in ensuring our customers receive prompt and effective technical support. You will be responsible for addressing customer inquiries, troubleshooting technical issues, and providing solutions to ensure smooth operation of our products/services. Your expertise will be essential in maintaining high levels of customer satisfaction and retention.

What you’ll do:

1. Directly engage with customers via email, zoom meetings to address and resolve their most technically challenging issues.
2. Assess customer needs, including the need for Product or Engineering team collaboration and engagement.
3. Validate and engage on JIRA tickets from customer needs, ensuring accurate information, proper prioritization, and effective communication with account teams and customers.
4. Execute database and CLI scripting operations as part of troubleshooting and resolution.
5. Serve as the point of contact for escalated technical issues, leading resolution efforts as a SWAT leader from lower-tier technical support teammates.
6. Proactively monitor error logs and performance metrics for large customers, providing support to prevent potential issues.
7. Collaborate with internal teams to improve our tech stack, including APIs, integrations, and automation.
8. Document and track customer issues and resolutions in our support ticketing system.
9. Contribute to support documentation, FAQs, troubleshooting guides, and knowledge base articles.
10. Lead technical enablement sessions for support teams to keep them updated on technical issues and changes.
11. Work with technical teams to identify and resolve technical problems.

What you’ll bring:

• Preferred: Bachelor's degree in Computer Science, Engineering, IT, or related field.
• 5–10 years of engineering experience, with coding skills for collaboration with technical teams.
• 3–4 years in a technical support role, preferably in software or tech companies.
• Proficiency in JIRA or similar ticketing systems.
• Experience with APIs and SaaS integrations.
• Exposure to software development/troubleshooting in languages like JavaScript, Java, Ruby, .Net, PHP, Python, Objective-C, or Swift.
• Understanding of web and mobile app development.
• Familiarity with UNIX command-line tools.
• Ability to analyze server logs and database operations.
• Strong problem-solving and analytical skills.
• Experience handling escalations and leading resolution efforts.
• Proactive issue identification skills.
• Knowledge of APIs, integrations, and automation tools is a plus.
• Excellent written and verbal communication skills.
• Customer-focused attitude and ability to work independently and in teams.

Benefits:

• Health benefits
• Learning & Development budget
• Flexible vacation policy
• 16 weeks paid parental leave
• Remote work with a home office stipend

This role offers a competitive salary, variable compensation, benefits, and stock options, with an expected OTE GBP £73,400 - £94,500, subject to change. Compensation is based on experience and qualifications.