Technical Support Engineer

Skills

About the Role

You will deliver technical customer support and own the resolution of customer technical issues through ticketing systems. You will deploy the Cryptio stack locally, debug issues, qualify bugs before escalation, and implement one-time fixes. You will provide feedback to Engineering and Product, contribute to tooling roadmaps, and mentor less-experienced support engineers while improving team processes.

Requirements

• 5+ years of experience in a relevant role
• Strong scripting experience
• Strong SQL experience
• Experience with Zendesk or similar ticketing systems
• Strong knowledge of modern development tools such as Git, Docker, and CLI
• Familiarity with Grafana or similar monitoring tools
• Excellent communication skills
• Excellent organisational skills
• Collaborative mindset
• Ability to learn and adapt rapidly

Responsibilities

• Deliver exceptional technical customer support
• Own troubleshoot and resolve customer technical issues via Zendesk tickets
• Leverage technical expertise to implement one-time fixes
• Deploy the Cryptio stack locally and debug issues
• Qualify bugs before escalating to engineering
• Contribute to the back office and tooling roadmap
• Provide feedback to Engineering and Product teams based on customer needs
• Mentor technical support engineers with less experience
• Collaborate to improve team processes and efficiency
• Advocate product best practices internally and externally

Benefits

• Remote or Hybrid working
• 25 days paid holiday plus bank holidays
• One additional day of annual leave each year up to 30 total days
• Birthday day off
• Mental health resources and wellbeing programs
• Professional coaching
• Family-friendly policies
• Fitness and wellness budget
• MacBook Pro
• $200 home office setup budget
• Training and development budget
• Additional benefits depending on location