RRemoteville
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Support Engineer

Skills
Analytical SkillsDatabasesIT EscalationPreventionRoot CauseRoot Cause AnalysisTechnical Documentation
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • Proven experience in a technical support production support or support engineering role
  • Strong experience resolving complex defects including 3rd line or escalation-level issues
  • Proficiency in C# and SQL with the ability to read write and update code
  • Solid understanding of relational databases
  • Ability to analyse and interpret data to support troubleshooting and decision-making
  • Strong problem-solving skills with a structured and methodical approach
  • Experience translating technical documentation into practical configurations or system builds
  • Excellent prioritisation and communication skills with clear stakeholder updates
  • Proactive detail-oriented mindset with a strong focus on quality and continuous improvement

Nice to have

  • Detail-oriented
  • Proactive
  • Collaborative
  • Customer-focused
  • Continuous improvement
  • High quality

Day to day

  • Own and resolve complex 3rd line technical tickets and out-of-warranty defects with speed and accuracy.
  • Investigate issues deeply, diagnose root causes, and work across Support Product and Platform Delivery teams to prevent repeat problems.
  • Improve tools workflows and automation in OneHub FPS and Zendesk while using data analysis to drive efficiency and better customer outcomes.

Hiring process

  • Initial informal call with the Talent team
  • Interview with the hiring manager and a member of the team
  • Final interview with the Director