Technical Support Engineer - London

Etleap; Greater London; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading data integration company in London is seeking a Technical Support Engineer. In this role, you will assist customers in troubleshooting data pipeline issues and planning their data architecture. The ideal candidate will possess a Bachelor's degree in a technical field and have experience in customer support for complex B2B software. Strong SQL knowledge, effective communication skills, and the ability to solve technical problems independently are essential. Join us to provide exceptional customer experiences in a dynamic environment.

Qualifications

• Experience in providing customer support for complex technical B2B software.
• Working knowledge of SQL and general database concepts.
• Ability to manage competing priorities in a fast-paced environment.

Responsibilities

• Triage and investigate new issues using data and logs.
• Engage customers to understand their goals and share relevant features.
• Drive product adoption and summarize recurring issues for product improvements.
• Build strong customer relationships through clear communication.

Skills

Customer support for B2B software

SQL knowledge

Strong communication skills

Problem-solving

Pattern recognition

Education

Bachelor's degree in a technical field

Job description

Etleap came to be out of the frustration with how much time data wrangling takes away from the actual data analysis. We were just tired of spending time building and maintaining data pipelines. Then we noticed, so is everyone else! That is why we’ve created an intuitive ETL tool that easily enables the data analysts themselves to integrate data from any source. This way data analysts can do their most significant work faster than ever before.

We are seeking a technically curious and detail-oriented Technical Support Engineer to join our team. As a Technical Support Engineer, you'll be the technical expert helping customers troubleshoot data pipeline issues, plan their data architecture, and understand complex integration points. You will work closely with our Engineering team to investigate technical problems, reproduce issues, and translate complex technical concepts for customers. This role requires the ability to independently diagnose technical issues, read logs and error messages, and think systematically about how data systems work.

What you are going to do:

• Triage and investigate new issues using application data, logs, and external resources while establishing clear and realistic expectations on resolution timelines with customers.
• Proactively engage customers to understand their goals and share relevant product features, bringing in subject matter experts when needed.
• Drive meaningful product adoption among current customers.
• Summarize recurring issues and feature requests to inform product improvements.
• Own customer matters in your time zone and coordinate with engineers to resolve them fully.
• Continuously refine support and success processes for better efficiency and outcomes.
• Build strong customer relationships through professional, empathetic, and clear communication.

What we want to see in you:

• Bachelor's degree, preferably in a technical field.
• Experience providing customer facing support for technically complex B2B software (e.g., data platforms, APIs, integration tools).
• Comfort operating in ambiguous situations and independently solving open ended technical issues.
• Working knowledge of SQL and general database concepts.
• Ability to juggle competing priorities with ease.
• Pattern recognition of recurring issues and requests.
• Eagerness to proactively help customers succeed.
• Strong relationship-building and communication skills in written word and on calls.
• Ability and desire to work with engineers on complex problems.

If you are passionate about providing an exceptional experience to customers at all stages and thrive in a fast-paced environment, we would love to hear from you.

This role is open to individuals willing to work in our London office.

To apply, submit this form: https://forms.gle/KcVjdJ2YrNtsJPk48 (note: you must be logged into Google). We look forward to hearing from you!