Senior Support Engineer

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💎 Seniority level: Senior

📍 Location: United Kingdom

💸 Salary: 68000.0 - 80000.0 GBP per year

🔍 Industry: Software Support

🏢 Company: Fullstory

🗣️ Languages: English

🪄 Skills: PythonSQLHTMLCSSJavascriptJiraAPI testingCommunication SkillsProblem SolvingCustomer serviceRESTful APIsEmpathyTroubleshootingTechnical supportDebuggingCustomer support

Requirements:

Experience using browser developer tools to debug or troubleshoot web applications.
Experience with HTML and CSS and comfortability coding in one or more functional or object-oriented programming languages such as JavaScript, Python, Go, Java, SQL, etc.
Experience using support ticket tooling (Zendesk preferred) and Kanban tooling (Jira preferred) to own customer issues through the entire support lifecycle.
Experience working in Software Support, preferably in a Customer Data Platform (CDP) or Data Warehouse environment, and/or for Chrome extensions or workforce management tools.
Willingness to participate in a weekend on-call rotation for Premium Support critical issues.

Responsibilities:

Support customers via email in Zendesk and host video calls for in-depth troubleshooting when necessary.
Answer customers’ questions about the more-technical ins and outs of Fullstory to help them unlock solutions using Fullstory’s data, analytics, APIs, and mobile SDK.
Write code and leverage APIs to build new or improve existing support tools, processes, and operations to make the team more efficient.
Thoughtfully assess and incorporate AI solutions into daily activities and project initiatives.
Collaborate closely with engineering teams to prioritize bug fixes with the largest impact.
Contribute to our team’s internal documentation, owning some of the more advanced technical & troubleshooting guides.

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