Support

Product Support Engineer

London, United Kingdom   |   Full time

You will work closely with our engineers and customer success team to help meet the day to day business needs of Echobox. This includes triaging potential product issues for our global client base, which includes The Times, The Guardian, Le Monde and Conde Nast; building better internal tools to give greater insights to non-technical team members; and extending our internal analytics solutions. 

Beyond the required skills and experience all additional training will be provided. You will also be able to use the experiences you gain in this role to become an excellent software engineer or customer success manager in the future.

Key Responsibilities:

  • Investigate potential product problems when escalated by other team members and attempt to resolve them. 

  • Where such problems need to be escalated further, act as liaison between our engineering teams and affected parties until they have been resolved.

  • Extend the internal tools used by non-technical team members to understand/investigate the behaviour of the platform and product directly so that escalations can be minimised.

  • Where such internal tools are currently lacking, be able to extract requested information manually.

  • Be responsible for the technical processes involved when setting up new clients.

  • Maintain and extend internal analytics dashboards created in Tableau.

  • Write internal documentation to help answer commonly asked questions.

  • Be jointly responsible for the maintenance and quality of codebases and infrastructure.

About Echobox:

We are a fast-growing, research-driven company building an artificial intelligence that helps online publishers overcome the challenges they face every day. Using novel machine learning techniques, we are revolutionising the publishing industry and have a track record of building things that others have ruled out as impossible. Leading names from around the world rely on our product every day, including The Times, Le Monde, The Guardian, Vogue and many more.

Our team is our best asset. We work with extremely smart and talented individuals, who all enjoy a high degree of responsibility and independence in structuring their work. 

Do you think you have what it takes to be part of Echobox? We'd love to hear from you.

About our work:

To get a better insight into the kind of technical work we do, check out our open-source project on Github (https://ebx.sh/gh), our data showcases (https://showcase.echobox.com) and our YouTube content on Microservices (https://ebx.sh/microservices).

Requirements

Minimum Academic Qualifications:

  • 2.1 degree from a top tier university; or 

  • 2+ years relevant job experience with a proven track record of excellence in your field

  • Fluent written and spoken English

Required Skills and Experience:

  • A good understanding of software development processes

  • A good understanding with Java (SE8+) and a desire to become an expert

  • A good understanding of database systems (e.g. MySQL)

  • Knowledge of agile development (scrum, kanban, peer reviews etc)

  • DCVS

  • An ability and desire to learn new skills quickly

  • Genuine passion for technology

Preferred Skills:

  • Experience of customer service in an IT/software context

  • Experience with NoSQL database systems

  • Familiarity with Tableau

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