Technical Support Engineer

ZipRecruiter; Staines-upon-Thames; Hybrid; GBP 35,000 - 45,000; Full time

Job summary

A leading company is seeking a Tech Support Engineer for a 12+ month contract in Staines, UK. The role involves direct customer interaction, troubleshooting complex technical issues, and scripting to improve operational efficiency. Ideal candidates should have substantial UI development experience and advanced knowledge in multiple programming languages and tools. This position offers opportunities for professional growth and collaboration within a dynamic team.

Qualifications

• Experience in UI development or support is essential.
• Advanced knowledge of cloud/web applications required.
• Excellent communication skills and customer service orientation important.

Responsibilities

• Provide top-notch support and manage backlogs effectively.
• Create scripts for automation and troubleshooting.
• Mentor team members on various technologies.

Skills

UI development or support experience

CSS

AJAX

ReactJS

GraphQL

AngularJS

Mobile application development

Java

JavaScript

troubleshooting

Python

Perl

Unix Shell

Windows Shell

MySQL

Oracle

Linux/Unix

Microsoft Server

Tools

Eclipse

Splunk

Xcode

Android Studio

SauceLab

Job description

Job Description

Job Title: Tech Support Engineer

Duration: 12+ months contract (Plus Extensions)

Location: Staines, United Kingdom (Hybrid)

Role overview:

• We are currently looking for a highly experienced Tech Support professional to join our team. This role involves direct interaction with customers and internal teams to provide top-notch support, manage backlogs, and resolve complex technical issues.
• You’ll work closely with both external clients and internal departments, offering expert-level support including troubleshooting, scripting, debugging, and case management.

Key Accountabilities:

• Manage customers' expectations and experience in a way that results in high customer satisfaction.
• Maintain technical expertise in assigned areas of product functionality and use that expertise to help customers.
• Opportunity to become a Subject Matter Expert in assigned areas of product functionality and utilize that expertise effectively to help customers. Share and deliver knowledge sessions with peers globally.
• Opportunity to create scripts to automate repetitive tasks or scripts to enable faster troubleshooting.
• Help in the development and mentoring of team members in various technologies and the ServiceNow Platform.
• Suggest and implement improvements to internal processes.
• Work on technical and non-technical projects.
• Communicate with customers and our teams through case, phone, and other electronic methods.
• Create knowledge base materials dedicated to operational efficiency while also empowering and enabling the customers.
• Maintain impeccable case hygiene and customer-related files and records.

Essential Skills:

• UI development or support experience.
• Experience in two (or more) of the following: CSS, AJAX, ReactJS, GraphQL, AngularJS, and Mobile application development.
• Reading and debugging Java and JavaScript code (Writing JavaScript will be beneficial).
• Troubleshooting experience using browser developer tools.
• Advanced knowledge of the components in cloud/web applications and experience in Application Support. Mobile application support experience will be a bonus.
• Scripting : JavaScript, Python, Perl, Unix Shell, Windows Shell.
• Good experience with relational databases (e.g., MySQL, Oracle).
• Good experience writing or debugging Object Oriented code (Java , other relevant technologies )
• Experience using Linux/Unix OR Microsoft Server.
• Demonstrated ability to understand the problem statement and troubleshoot complex technical issues with ease.
• Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems.
• Personal commitment to quality and customer service.
• Ability to multitask and efficiently manage case backlog.
• Should be a team player working efficiently in a collaborative environment
• Proven ability to maintain a professional demeanor when handling complex user issues (difficult customers).
• Leading investigations and resolving complex issues and escalations while demonstrating exceptional technical understanding, business processes, and customer needs in a timely manner.

Desirable Skills:

• Experience providing SaaS support.
• Experience developing applications within the ServiceNow Platform.
• Experience in diagnosing performance-related issues..
• Experience using tools like Eclipse, Splunk, Xcode, Android Studio, and SauceLab.