Technical Support Engineer

AnaVation LLC; City of London; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

A technology company based in the UK is seeking a Technical Support Engineer to act as the frontline of customer support. Responsibilities include troubleshooting technical issues, collaborating with product engineering to implement solutions, and enhancing customer satisfaction. Candidates should have proven experience in technical support, strong troubleshooting skills, and a customer-first mindset. This role offers stock options and a supportive work environment with a hybrid work arrangement.

Benefits

Stock options

15 days PTO + public holidays

Top-tier private health insurance

Learning and development allowance

Employee referral program

Company-wide events and team socials

Gifts at tenure milestones

Dog friendly office

Qualifications

• Proven experience in a technical support role, in a start-up or scale-up environment.
• Strong troubleshooting skills, with the ability to diagnose and resolve complex technical issues efficiently.
• Excellent communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.

Responsibilities

• Investigating and resolving technical issues with our product for our customers.
• Implementing fixes for issues, working alongside product engineering.
• Proactively identifying customer feedback to shape product improvements.

Skills

Troubleshooting skills

Customer-first mindset

Excellent communication

Adaptability

Tools

Apache Kafka

Kubernetes

Java

Scala

Job description

About Conduktor

We build tools that truly unleash the power of Apache Kafka. Since getting started in 2020 we’ve been growing fast and we are already aiding thousands of developers to harness the power of their real-time data through supercharging productivity, driving efficiency, and accelerating project delivery. Now we are embarking on our next exciting chapter of growth. With hubs in London and New York, and teammates across the US, UK, and Europe, we're scaling globally and looking for people passionate about our mission to join us.

This role is based in our midtown Manhattan office, with a hybrid schedule of in-office collaboration on Mondays, Wednesdays, and Thursdays.

About the Role

As a Technical Support Engineer, you will be the frontline of customer interactions, ensuring a seamless experience for users by troubleshooting and fixing issues, resolving inquiries, and providing expert guidance on our platform. You will work closely with internal teams to resolve customer facing issues, identify and implement root cause fixes; and you will contribute to strategic improvements to our support tools and processes. This role is suited for an individual contributor who thrives in a fast-paced environment and enjoys problem-solving.

What will you be doing?

• Investigating and resolving technical issues with our product for our customers, escalating complex cases when necessary
• Implementing fixes for issues, working alongside product engineering where necessary
• Proactively identifying and implementing features across our platform to increase the ability for customers and our support engineers to effectively identify and resolve problems
• Identifying and communicating customer feedback to relevant internal teams, helping to shape product improvements
• Meeting and exceeding key performance metrics, including response times and customer satisfaction scores
• Collaborating with other support team members to continuously refine support processes and enhance the overall customer experience

What experience are we looking for?

• Proven experience in a technical support role, in a start-up or scale-up environment
• Strong troubleshooting skills, with the ability to diagnose and resolve complex technical issues efficiently
• Excellent communication skills, with the ability to explain technical concepts to both technical and non-technical audiences
• Comfortable working in a fast-growing startup environment where adaptability and initiative are key
• A customer-first mindset with a passion for delivering exceptional support experiences

Please have working knowledge in one or more of these areas:

• Apache Kafka, distributed systems, or modern data streaming technologies
• Administering and troubleshooting Kubernetes environments
• Coding in one or more JVM language (e.g. Java, Scala)

Perks and Benefits

• Stock options
• 15 days PTO + public holidays
• Top-tier private health insurance package
• Learning and development allowance
• Employee referral program
• ClassPass membership
• Company-wide events and team socials
• Gifts at tenure milestones
• Our office is dog friendly!

Equal Opportunity Statement

Fostering an inclusive environment is vital to us, and we want to bring onboard people who share our values. We admire those who love collaborating, strive to learn, and are excited by our mission. If you are interested in this role, we would love for you to apply! Conduktor is an Equal Opportunity Employer. All applicants are considered regardless of race, ethnicity, national origin, religion, sex, gender identity, sexual orientation, age, mental or physical disability, marital status, protected veteran, or parental status. Learn more about our values through our careers page, and find our latest news on LinkedIn.