Technical Solutions Engineer - UK
Client Company
London, United Kingdom
6d ago

Position Summary

The solutions team helps companies, developers to easily integrate company products and supports them along the way. You swiftly problem-solve technical issues for customers to show how our products can make businesses more productive, collaborative, and innovative.

You work closely with a cross-functional team of developers, not to mention a variety of both regional and international customers.

Your relationships with customers are crucial in helping the company grow and bringing our product portfolio into companies around the world.

When things go wrong, the buck stops with you; even with the most well-engineered products, customers need help. Our Technical Solutions Engineers step in and resolve our largest and most important customer production issues.

You will be a part of a global team that provides 24x7 support to help customers.

In this role, you will troubleshoot technical problems for customers with a mix of debugging, networking, updating documentation and, when needed, coding / scripting.

You will use your experience to identify the root problem and improve supportability by working with a team of engineers and product managers.

You will make our products easier to adopt and use by making improvements to the product, tools, processes, and documentation.

Responsibilities

  • Manage customer issues through effective diagnosis, resolution, or implementation of new investigation tools to increase productivity for customer issues on company platform products.
  • Develop an in-depth understanding of company's product technology and underlying architectures by troubleshooting, reproducing, determining the root cause for customer reported issues, and building tools for faster diagnosis, so we can identify and resolve future issues quickly.
  • Act as a consultant and subject matter expert for internal stakeholders in engineering, sales, and customer organizations to resolve technical deployment obstacles and improve company.
  • Work closely with solution architect, product, and engineering teams to find ways to improve the customer experience and our product.
  • Understand customer issues and advocate for their needs proactively with cross-functional teams like Product Management or Software Engineering.
  • Will Travel 25-30% once ability to travel lifts
  • Once Covid settles down, this person will report to our office.
  • Required Skills, Experience, and Competencies :

  • 2-3 years of experience in a level 3-4 technical support role;
  • Understanding of the SDLC;
  • Must be able to write code and script; we're a little flexible about the languages and environments - see our preferred experience list below for more reference;
  • Experience troubleshooting networks, TCP / UDP, configurations / firewalls;
  • Excellent customer interaction skills and experience; be able to work well with our SA team and our Account Executives;
  • A high-energy, passionate and enthusiastic attitude; desire and flexibility to work in a fast-paced, ever-changing start-up environment;
  • Great communication skills, with the ability to translate dense technical content for the layperson.
  • Preferred Skills and Experience :

  • Previous experience as a developer highly preferred;
  • Experience in technical support and troubleshooting;
  • Real-time communications (voice / video conferencing) experience, and / or WebRTC experience;
  • Knowledge of gaming development frameworks, such as Unity3d, Cocos2d-x;
  • Knowledge of cross-platform development frameworks, such as ReactNative, Xamarin;
  • Server-side development experience (Node JS, Python, PHP, Ruby);
  • Knowledge of IP networking, including routing protocols and SIP, firewall and proxy configurations;
  • Success in building a demo application with the company SDK.
  • Tell us more about you! Links to other web sites and resources where we might learn more about you (Github, Stack Overflow, etc.
  • are greatly appreciated.

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