Technical Support Engineer

Treasure Data; London; Hybrid; GBP 40,000 - 80,000; Full time

Job summary

An innovative company is seeking a proactive Support Engineer to enhance customer experiences through exceptional technical support. In this hybrid role, you will leverage your strong problem-solving skills and technical expertise to assist global clients in navigating our advanced Customer Data Platform. Join a diverse team dedicated to continuous learning and improvement, where your contributions will directly impact customer satisfaction and operational efficiency. If you're passionate about technology and customer service, this is the perfect opportunity to grow your career while making a meaningful difference.

Qualifications

• 5+ years in a customer-facing role with strong SQL skills.
• Experience with monitoring tools and REST APIs.
• Excellent troubleshooting and communication abilities.

Responsibilities

• Provide technical support via Zendesk and Jira.
• Collaborate with teams to resolve customer issues.
• Educate customers on product features and best practices.

Skills

SQL

Troubleshooting

Problem-solving

Customer Service

Communication Skills

Time Management

REST APIs

Programming (Python, Ruby, Shell)

Customer-Facing Experience

Tools

Zendesk

Jira

Splunk

DataDog

Postman

Job description

At Treasure Data, we're on a mission to radically simplify how companies use data to create connected customer experiences. Our sophisticated cloud-based customer data platform drives operational efficiency across the enterprise to deliver powerful business outcomes in a way that's safe, flexible, and secure.

We are thrilled that Gartner Magic Quadrant has recognized Treasure Data as a Leader in Customer Data Platforms for 2024! It's an honor to be acknowledged for our efforts in advancing the CDP industry with cutting-edge AI and real-time capabilities. View the report here.

Furthermore, Treasure Data employees are enthusiastic, data-driven, and customer-obsessed. We are a team of drivers-self-starters who take initiative, anticipate needs, and proactively jump in to solve problems. Our actions reflect our values of honesty, reliability, openness, and humility.

About the Role:

You will be at the forefront of customer interaction and issue resolution for our company. Your primary focus will be to swiftly deliver dependable solutions to our global clientele, reducing their time to value. You will join a diverse team of professionals, with ample opportunities for professional growth both horizontally and vertically within the organisation.

We are proud of the features we offer in our technical support team, including our thorough examination and analysis of support requests to enhance the customer experience. We also make an effort to recognize frequent requests and automate them to optimise time and resources. Moreover, our internal and public knowledge base serves as a valuable tool for addressing questions related to the product, ultimately saving time for everyone involved. If you are a proactive problem-solver with strong technical skills, excellent communication and interpersonal skills, and a passion for providing exceptional customer service, we would love to hear from you. Join our team and help us continue to provide dependable solutions and exceptional customer service to our global clientele.

Support Engineer interview blog

Responsibilities & Duties:

• Provide technical support to customers via Zendesk and Jira ticketing tools
• Collaborate with cross-functional teams, including customer success, engineering, product, and professional services, to resolve global customer issues
• Analyse and troubleshoot customer issues related to our Customer Data Platform (CDP)
• Educate customers on best practices and product features to increase their adoption and success
• Identify and prioritise customer feedback to improve our product and customer experience
• Contribute to the development of our internal and public documentations to enhance support efficiency and effectiveness
• Participate in regular team meetings and training sessions to stay up-to-date on our product and support processes
• Continuously learn and expand technical and product knowledge to become a subject matter expert in our CDP
• Prioritise customer satisfaction and aim to provide exceptional support to every customer interaction.
• Collaborate with global teams, including Japan and UK, and US to share knowledge and escalate customer issues for follow-the-sun support model of 24x7 on-call support.

Required Qualifications:

• A minimum of five years of experience working in a customer-facing role.
• Excellent troubleshooting and problem-solving skills.
• Strong SQL writing skills to troubleshoot and analyse data issues
• Hands-on experience in using monitoring tools such as Splunk and DataDog.
• Proficient in managing time-critical requests.
• Familiarity with at least one programming language is desirable, such as Python, Ruby, or Shell.
• Proficient in working with REST APIs through CURL or using a platform, such as Postman.
• Previous experience working in CDP is a bonus.
• Passion for learning and expanding technical and product knowledge
• Ability to work independently and as part of a team in a fast-paced, dynamic environment
• Customer-focused mindset with a commitment to providing exceptional customer support.
• Strong communication skills with excellent verbal and written English abilities.
• Having knowledge of ticketing tools like Jira and Zendesk is an advantage.

Physical Requirements:

This role is hybrid at our London Office.

Our Dedication to You:

We value and promote diversity, equity, inclusion, and belonging in all aspects of our business and at all levels. Success comes from acknowledging, welcoming, and incorporating diverse perspectives.

Diverse representation alone is not the desired outcome. We also strive to create an inclusive culture that encourages growth, ownership of your role, and achieving innovation in new and unique ways. Your voice will be heard, and we will help amplify it.

Agencies and Recruiters:

We cannot consider your candidate(s) without a contract in place. Any resumes received without having an active agreement will be considered gratis referrals to us. Thank you for your understanding and cooperation!