Leading data analytics platform is searching for a Senior Technical Support Engineer EMEA to join their team in London . As a member of the Technical Support team, you play a key role in the daily success of customers and the facilitation of smooth running, fault tolerant, highly scalable data analytic solutions.
In this role you will be focused on troubleshooting, analysing and resolving complex software questions and issues in a highly professional environment. Joining an enthusiastic, fast-paced and dynamic team, you will thrive on providing an effortless support experience to important customers. The successful candidate will have demonstrated sustained exceptional performance, innovation, creativity, insight, and display clear judgement at all times.
Responsibilities
- Provide day to day functional and technical software application support to customers in the EMEA region
- Troubleshoot software application issues
- Log customer-reported defects in the case tracking system
- Gain a deep understanding of products including complex feature configuration options
- Provide constant and ongoing communication with customers regarding their support cases
- Create accurate, reliable, and complete case activity updates suitable for maintaining an accurate knowledge base
- Ensure proper, timely follow-up on assigned cases to ensure service level agreements are met and customer satisfaction is high
- Proactively review customer’s usage and issues and communicate back to customer as well as the Account / Customer Success team
- Work with Customer Success Managers in order to escalate issues and ensure the highest customer satisfaction
- Ability to manage a demanding workload while maintaining individual and team technical support goals
- Cross-functional collaboration and follow up with Engineering and Product teams on product enhancement features
Qualifications
- Bachelor's degree in a technical field (computer science, mathematics, statistics, etc.) or 3–5 years related experience and/or training
- 3–5 years of experience in technical support or software application support
- Exceptional communication and interpersonal skills to build trust with customers and fully meet their needs
- Demonstrated technical aptitude with the ability to lead a dialogue around SaaS products
- Strong SQL experience is a must
- Experience with one or more of the following is highly preferred: programming languages, APIs, relational databases, HTML / Java Script / content development
- Excellent verbal (telephone) and written communication skills and professional etiquette
- Flexible and adapts well to rapid change
Benefits
- A generous compensation/OTE package on offer
- Stock options
- An excellent benefits package
- Private healthcare
- Meritocratic working environment and strong career progression opportunities
- A fast growth, exciting business with an open and inclusive culture
- Continuous learning and development
- Great offices and flexible working
--
This position is open to candidates eligible to work in the United Kingdom. Sponsorship is not on offer at this time.
--
About us
We're a dedicated recruiter bringing together the brightest talent with organisations creating cutting-edge technology to change the world for the better.
We partner with technology providers at the forefront of meaningful innovation. And we’re here for talented individuals who are passionate about using their skills to drive positive change.
Mind Detect provides exceptional recruitment services to businesses who are leading the way in Data, Machine Learning and AI-driven technologies throughout Europe, the US and Asia.
