Senior Support Engineer
Our Mission
We're not your average benefits platform; we're the unordinary force that uplifts people's lives. Our technology is the link that connects the entire benefits ecosystem, creating better outcomes for employers, employees, brokers, and providers.
Our mission is clear: we're here to create a world where everything operates at its very best, ensuring that every employee receives the support they need to live life to the fullest, both at work and beyond.
Your Mission
Our product range and feature sets are evolving day by day, and while we want to move fast and break things, we also want to ensure that our products grow into a stable platform with a stellar user experience that our customers can rely on.
As a Senior Support Engineer at Ben, you will be in charge of understanding where product quality issues can arise, identifying them, handling them, and finding solutions, always balancing the possible solutions with a pragmatic mindset.
What you'll be working on
Hands-on
Collaborate with the Support and Engineering teams to identify and resolve technical issues across our products.
Triage and understand reported issues and translate them into a requirement. State the current behaviour and expected behaviour.
Reproduce the issue a customer reported in the staging environment. Describe the steps and help the team understand the issue.
Understand the product well and advise users and other support team members with solutions for configuration issues.
Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues with Datadog and other debugging tools.
Learn some technical operational tasks product engineers are handling and take them over e.g. batch updates, SFTP credential setting, reporting setup etc.
Ensure that security considerations are taken into account, based on current best practices (e.g. OWASP Top 10, AWS Well-Architected Framework) in the entire process
Process
Analyse the incoming tickets and identify the hot spots.
Improve and maintain our knowledge base for technical / product support. Promote knowledge-sharing and self-service.
Collaborate with the Customer Support, Operations and Product teams and discuss the priority.
Facilitate accomplishment of team goals and minimise total SLA violation, MTTA and MTTR.
Behind the scenes
Our cross-functional delivery team is focused on business goals and solving problems in an efficient manner. We want the team to collaborate on new ideas and projects to find the best solutions.
Ben is built on Python 3, Django, PostgreSQL and React. We run on AWS and follow engineering best practices, with a pragmatic approach.
Your Skills and Experience
Strong commercial experience as a Support Engineer.
Proven work experience as a Technical Support Engineer in a web software company especially in Business SaaS.
Strong skills in identifying issues with modern logging and monitoring tools such as Datadog, Kibana, Prometheus and Splunk.
Strong skills with web developer tools such as browser developer tools, Postman and Curl.
Excellent writing skills in English.
Excellent communication skills adaptable to both tech and business audiences.
Apply information security in building a secure process.
Understand and appreciate the principles and practices of agile and lean ways of working, but with a pragmatic edge.
Basic understanding of RDBMS and ability to query with SQL.
Experience or strong interest in leveraging LLM with the technical support workflow.
Experience working with AWS services such as EC2, SES, S3 etc. (nice to have)
Programming skills (nice to have).
and you...
are a self-starter who thrives on autonomy, enjoys a rapid pace and wants to make a difference
have a continuous improvement mindset. You appreciate that there are always ways to do things better and ensure your team does too
have a preference for action-oriented behaviour
have the ability to make decisions balancing different factors such as business requirements, technical integrity, overall priorities etc.
are collaborative, able to work across teams and capitalise on the diversity of intellect, perspectives, and experiences
are solution-focused with a pragmatic approach to problem-solving
are excellent at time management
appreciate the opportunities and challenges of a distributed work environment
Behind the scenes
Our cross-functional delivery teams are focused on business goals and solving problems in an efficient manner. We want the teams to collaborate on new ideas and projects to find the best solutions.
Ben is built on Python 3, Django, PostgreSQL and React. We run on AWS and follow engineering best practices, with a pragmatic approach.
Diversity and Culture at Ben
We are organically growing a brilliantly diverse, inclusive and respectful bunch of people we are extremely proud of. This should go without saying but all applications are very much welcome. If you need any adjustments to support you with your application, just let us know by emailing [email protected].
Our BENefits
(... It's all in the name! 😉 )
💰 Competitive base salary + equity, so you own what you build
💳 £100 monthly personal Ben Balance: for whatever works for you, whether that's Netflix, Spotify, or a really expensive cup of coffee! This allowance will increase by £50 for each year of service until you reach £250
🔋 **£500 annual Learning & Personal Development Ben Balance: **plus 3 days paid study leave a year to support you with your professional development
👩🏽💻 £500 work from home set up allowance , which you can put towards your home office
🍔 £15 per week to spend on lunch
🏖 28 days of holidays a year (plus bank holidays)
🌴...and an option to buy or sell 5 days per year. Also, your holiday entitlement will increase to 30 days at your 3rd year of service!
🍼 Enhanced parental leave and workplace nursery scheme to support with the cost of childcare in a nursery setting
🧠 Comprehensive and tailored mental health support through a leading provider
💪 Access to a Gympass membership!
🍿 Team activities: we have quarterly team social budgets to support spending time together and we frequently organise company wide events
📅 Hybrid working - we do 3 days in office working, 2 days remote