Technical Support Engineer

Gravitee; London; Hybrid; GBP 35,000 - 50,000; Full time

Job summary

Gravitee seeks a Technical Support Engineer to deliver exceptional support to clients in a dynamic environment. The role requires a hands-on approach, focusing on problem-solving with technical customers, emphasizing skills in REST and API management. Join a rapidly growing company that values innovation and offers substantial professional growth opportunities.

Benefits

Excellent medical coverage

Pension or 401k program options

25 days holiday

3 mental health days per year

Birthday off

Professional development allowance

Quarterly outings

Hybrid culture

Qualifications

• 3+ years of experience in Level 2 Technical Support.
• 2+ years experience with REST and RESTful APIs.
• Ability to create knowledge articles for documentation.

Responsibilities

• Leading the investigation of multiple Support Tickets.
• Creating knowledge articles to improve customer understanding.
• Innovating team processes to enhance technical support.

Skills

REST

RESTful APIs

Problem Solving

Eager Learner

Education

High school diploma

Tools

MongoDB

ElasticSearch

Job description

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Join the API Revolution at Gravitee—Where Innovation Meets Growth

Since our beginnings in 2015, Gravitee has grown into a global force, recognized as a 2024 Gartner Magic Quadrant Leader for API Management. What started with four developers challenging the complexities of APIs has evolved into a revolutionary platform powering API and event stream ecosystems worldwide. We’re driving digital transformation for top enterprises, from Michelin to Roche to Blue Yonder and beyond, offering unmatched control over APIs and event streams.

Our rapid growth and leadership in API management are fueled by our team’s commitment to excellence and our core values:

• Passion: We bring excitement to everything we do, constantly innovating to stay ahead of the curve.
• Hold Nothing Back: We go above and beyond to help customers and teammates succeed, holding ourselves to the highest standards.
• Professionalism: We believe in clear, respectful communication and prioritize the needs of our team and customers.

Join us on this journey. Be part of a team that’s redefining what’s possible in API management, and shaping the future of digital transformation. The possibilities are endless—be a part of the revolution!

THE ROLE & WHY IT EXISTS

We are expanding globally to serve the needs of our large international clients who are predominantly in banking, healthcare, insurance, and more. Gravitee is the natural force of connection within the API space — join Gravitee.io and connect with your ideal opportunity.

As the Technical Support Engineer you will be responsible for delivering exceptional technical support to our customers. This is a hands-on, critical role in our organization and highly technical- the right candidate will enjoy problem solving with our clients in highly specialized and technical ways. Gravitee clients are the end-users of our platforms and are as technical as you are!

WHAT YOU WILL BE DOING

• Leading the investigation of multiple Support Tickets and working collaboratively to understand and resolve customer issues
• Prioritizing issues and giving our customers located in multiple countries the level of duty and care they need to help implement our platform in their environments
• Creating knowledge articles to complete our documentation and enabling customers to better understand product use cases
• Being innovative within the team and with customers to help improve processes and tools

ESSENTIAL SKILLS

The right candidate will possess at least the following skills:

• High school diploma required
• 3+ years of relevant experience in a previous hands-on Level 2 Technical Support
• 2+ years experience with REST and RESTful APIs
• Eager learner, ready to dig into many technical areas

DESIRED SKILLS

These skills are not required but are preferable:

• Networking/web architectures including HTTP
• Experience with Access Management products, Identity Providers, Oauth2 protocol, JSON Web Token standard
• Experience with databases (ideally MongoDB or RDBMS), search engine (ElasticSearch) is a plus
• Experience with trace analysis, debugging, and JVM troubleshooting is a plus

Additional benefits include:

• Excellent medical coverage
• Pension or 401k program options for all locations
• 25 days holiday/vacation plus national holidays
• 3 mental health days per year with activity allowance
• Birthday off
• Professional development allowance
• Quarterly outings and annual offsites
• Hybrid culture with office options
• Opportunity to work with talented professionals in a fast-growing company
• Progressive, global company culture
• Endless growth opportunities

At Gravitee, no employee or applicant will be treated less favourably on grounds of sex, marital status, race, colour, nationality or ethnic origin, disability, gender, sexual orientation, gender identity, age, pregnancy, maternity, marital or civil partner status, or religion or belief.