Technical Support Engineer

Skills

About the Role

You will deliver exceptional technical customer support and own, troubleshoot and resolve customer technical issues via ticketing. You will deploy the product stack locally, debug issues, qualify bugs before escalation, and implement one-time fixes. You will provide feedback to Engineering and Product, contribute to tooling roadmap, mentor less experienced support engineers, and collaborate to improve team processes and efficiency. You will use scripting, SQL, modern developer tools and observability tooling to diagnose and resolve problems.

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 observability tools
• Excellent communication and organisational skills
• Collaborative mindset and team spirit
• Quick learner with ability to adapt rapidly

Responsibilities

• Deliver exceptional technical customer support
• Own, troubleshoot and resolve customer technical issues
• Leverage technical expertise to implement one-time fixes
• Deploy the Cryptio stack locally, debug issues and qualify bugs before escalating
• Contribute to the back office and tooling roadmap
• Advocate Cryptio best practices internally and externally
• 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

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
• Your birth off
• Mental health resources wellbeing programs and professional coaching
• Family-friendly policies
• Fitness and wellness budget
• MacBook Pro
• $200 home office setup budget
• Training and development budget