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Customer Success Engineer - Negotiable

Remote: 
Full Remote
Experience: 
Mid-level (2-5 years)
Work from: 
United Kingdom

Alchemy Search Ltd logo
Alchemy Search Ltd Hrtech: Human Resources + Technology Small startup https://alchemyrec.com/
1 - 10 Employees
About Alchemy Search Ltd
Our mission is to deliver a first-class recruitment experience and we do so by blending old-fashioned recruitment practices with state-of-the-art technology to provide a service that you’ll love so much, you’ll want to come back for more. We call it Alchemy. Deep domain expertise is critical to our success as your chosen recruitment partner. We pride ourselves on fully understanding the specialisms we work on and the industries we work within. With more than 40 years combined experience you're in safe hands. Our recruitment consultants are specialists in HR, Sales and Marketing recruitment. We work exclusively within London and the Thames Valley area and have built a strong network of professionals across all specialisms, at all levels in almost every industry. What makes us different? Using state of the art technology, we’ll screen all candidates on a live video call and send you the recordings along with their CV. This gives you the chance to assess candidates on their personality and cultural fit, as well as their skills and experience, shortlisting and hiring in reduced timeframes. Time is precious and we want you to be focused on your day job, not screening hundreds of CVs and candidates when you’re hiring. We’re committed to putting only the best, most-relevant and suitable candidates in front of you. You’ll never receive more than 6 candidates for each role we’re working on (unless you specifically request more) as we believe in focussing on quality, not quantity. Advances in technology and the digital era bring opportunities to improve the service we offer clients and our candidates. Expect to receive a hyper-personalised service that runs through all of our communications with you, from digital briefing packs and job specs, to next-gen, interactive CVs, you won’t have experienced anything quite like it. To get in touch, please email hello@alchemyrec.com or use the form on our website: www.alchemyrec.com/contact
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Job description

Our Client are an industry leading tech start-up based in Reading in the UK.

Their exceptional SaaS solution is used internationally for the archiving and preservation of valuable digital assets across a range of industries including life sciences, scientific research, heritage and higher education.

 

The Role

Our Client are looking for an experienced Customer Success Engineer to provide high quality assistance to their growing customer base. With a focus on Support and Customer Success you would ensure customer issues are handled and queries are answered. As a self-motivated engineer you would join a dynamic team, supporting an exciting and rapidly evolving product.

The company is based out of Reading, with a flexible approach to working with the option to work remotely if desired. They offer a competitive salary and a range of employee benefits including healthcare.

 

Key Tasks 

  • Take ownership of customer queries and see issues through to resolution
  • Diagnosing, troubleshooting, and identifying solutions to resolve customer issues
  • Managing customer projects such as onboarding, data discovery, and data ingest
  • Conducting product walk-through and assisting with customer training
  • Helping customers fully use the our clients software service and tracking customer satisfaction
  • Prepare updates for projects, on-going issues, and customer status to the Technical Operations Manager
  • Document knowledge in the form of internal knowledge base and external customer support articles and FAQs
  • Build a strong working relationship with team members
  • Interact with Product Management and Development teams to fully understand new product enhancements
  • Review and improve product training material prior to customer handover

 

Skills/Experience 

Essential 

  • 2+ years’ experience in Customer Support within an enterprise software organization
  • Experience of using RESTFul APIs
  • Experience with using monitoring tools, Prometheus, Grafana, ELK stack
  • Proven time management skills in a dynamic support environment
  • Excellent technical and non-technical communication skills
  • Able to multitask, prioritise, and manage time efficiently

 

Desirable  

  • Experience with using of the Linux operating system
  • Working knowledge of scripting such as BaSH or Python
  • An understanding of authentication protocols such as Oauth and SAML
  • Knowledge of NoSQL and or Relational databases technologies such as MongoDB or PostgreSQL
  • Knowledge in public cloud technologies and services.

 

Benefits

  • Competitive salary
  • Free Vitality health and dental care
  • Cycle to work scheme
  • Electric car scheme
  • Company pension
  • Regular company socials

Required profile

Experience

Level of experience: Mid-level (2-5 years)
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

NagiosLinden Scripting LanguageNoSQLRelational Databases

Other Skills

  • Verbal Communication Skills
Are you interested?

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