Senior Technical Support Engineer
New
D
DittoData Edge Computing
United KingdomFull-TimeSenior
Salary£85K - £100K
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Job Details
- Experience
- 3-5+ years
- Required Skills
- KubernetesSoftware EngineeringGitHubDistributed SystemsNetworkingTechnical support
Requirements
- 3-5+ years of experience in technical support engineering or software engineering roles.
- Ability to translate complex and ambiguous problem sets into clear hypotheses and solutions.
- Deep experience in at least one relevant subject area like Operating Systems, Cloud Infrastructure, Kubernetes, Networking, Databases, or Distributed Systems.
- Bachelor’s degree in Computer Science or similar experience.
- Ability to read/follow code and GitHub commits to understand recent changes.
- Customer-facing soft skills including active listening, customer empathy, and expectation-setting.
Responsibilities
- Reproduce, debug, and escalate technical issues in partnership with Engineering and Product.
- Act as a technical expert and initial escalation point for our SDK and Cloud products.
- Work directly with developers to provide guidance and resolve complex issues.
- Respond to live escalations and production incidents, coordinating with internal teams and customer stakeholders.
- Participate in a 24/7 on-call rotation to support critical customer needs.
- Collaborate with Engineering to communicate incident status and contribute to root cause analyses.
- Build tools and automation to improve support workflows and reduce response time.
- Use AI and other tools to create self-service opportunities for routine incidents.
- Advocate for customer needs and influence product improvements based on real-world feedback.
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