Support Engineer

The Opportunity:

We are seeking a motivated and proactive Support Engineer to join our growing team. In this role, you will be a crucial first point of contact for our internal users, providing excellent support while also contributing engineering solutions to improve our processes and internal tools. This is an excellent opportunity for someone with a foundational understanding of software development and a passion for problem-solving to make a significant impact.

Responsibilities:

• Efficiently and effectively handle internal support cases, providing timely and helpful resolutions to user issues.

• Collaborate with senior engineers to design, develop, and implement new features in Python (Django framework) within our internal applications to proactively reduce the support load and enhance user experience.

• Identify and build out automation solutions and user-friendly features for recurring support tasks, improving efficiency and reducing manual effort.

• Overhaul and maintain our library of runbooks and self-help documentation, ensuring accuracy, clarity, and ease of use.

• Analyze the current ticket creation process and implement improvements to guide users towards self-resolution and provide more comprehensive information upfront.

Requirements:

• Experience: 1-2 years of experience in a technical support or software development role.

• Education: A Bachelor's degree in Computer Science or a related field, or equivalent relevant work experience.

• Technical Skills:

* Solid understanding of Python.

* Familiarity with the Django web framework.

* Basic understanding of software development principles and methodologies.

* Experience with troubleshooting and problem-solving in a technical environment.

* Familiarity with ticketing systems (e.g., Jira).

* Experience with creating and maintaining technical documentation.

• Soft Skills:

* Excellent communication (written and verbal) and interpersonal skills.

* Strong customer-focus and a passion for helping users.

* Ability to work independently and as part of a team.

* Proactive and self-motivated with a strong desire to learn and improve.

* Strong analytical and problem-solving abilities.

* Ability to prioritize tasks and manage time effectively.

What happens next

We’ll review every application we receive. If we’re interested in taking your application further, we will be in touch to find out more about you and what you’re looking for.

What perks and benefits do we offer?

• Work remotely abroad for up to 60 days a year

• Employee assistance programme

• Private healthcare, life and critical illness cover

• Pension plan

• Generous parental and adoptive leave policies

• Equity scheme - so you can share in our success!