Who We Are
MirrorWeb is a fast-growing Manchester-born scale-up that also has headquarters in Austin, Texas. We have earned a global reputation for enabling financial firms to manage risk through cutting-edge data archiving and supervision solutions. We help organisations meet their compliance needs more efficiently than ever before.
Our platform captures, monitors and stores all digital communications-whether it's emails, MS Teams conversations, iMessages, or anything else. This helps businesses comply with strict regulations and avoid costly fines like the $5 billion issued by the SEC in 2023.
Our mission is simple: to allow firms to communicate freely and confidently with the knowledge that all messages will be monitored and flagged in real-time if noncompliant.
Having recently secured significant investment from a US growth equity firm, we're ready for our next phase of rapid expansion, and are looking for the right people to slot in quickly and take us to the next level.
What's it like in the Manchester office?
Here at MirrorWeb, whilst we're a well esteemed and regarded solution for large corporate financial services business, this isn't our defining feature. We are a tech company at our core; we thrive on innovation, collaboration and fun. Outside our to-do lists, we're enthusiastic about coffee, ping pong, board games, 5-a-side, cinema trips, animal facts, who sits on top of the Myles leaderboard, and what each other is having for lunch. We are surrounded by too many tempting eateries to end any week with a clean conscience.
For a while we've felt like we're building something special here, and that conviction is even stronger post-investment. It's an exciting place to be with a strong and supportive team ethos. We don't do Sunday Scaries, and we don't believe that every pathway is linear. In fact, we're big fans of squiggly line careers, where our team has space to grow in different directions as different opportunities emerge.
One non-negotiable for MirrorWeb is enthusiasm. If you're going to stay home as often as possible and expect to just work through to-do lists dictated by your line manager, this is probably not the ideal opportunity for you. While following instructions is essential, we value a self-starter attitude, and would prefer for you to try new things and fail than to simply plod along.
We'll welcome you with open arms and do everything we can to help you hit the ground running.
Your Role
As a Customer Success Engineer, you will play a pivotal role in ensuring the seamless performance of our web archiving and replay technologies. This dynamic position combines technical expertise, problem-solving, and client engagement, making it an excellent opportunity for individuals with diverse backgrounds who are eager to learn and grow. Whether you have experience in customer service, quality assurance, or even a technical discipline, we are more interested in your mindset, motivation, and ability to contribute to our mission.
What You'll Be Doing
Technical Maintenance & Improvement
* Maintain, fine-tune, and enhance our crawling and replay systems through scripting and technical fixes.
* Evolve our technology to meet client and regulatory requirements.
Issue Resolution & Problem-Solving
* Diagnose and resolve technical issues with an analytical approach.
* Collaborate across teams to deliver solutions that minimise downtime.
Client Onboarding & Support
* Guide clients through seamless onboarding, ensuring their websites integrate effectively with our systems.
* Prioritise client satisfaction and technical alignment.
Project Management & Organization
* Manage multiple projects and deadlines with precision and efficiency.
* Stay proactive and detail-oriented in balancing competing priorities.
Collaboration Across Teams
* Partner with Customer Success, QA, and Support teams to provide technical insights and foster collaboration.
* Translate technical challenges into actionable solutions for stakeholders.
Internal Support & Process Improvement
* Diagnose internal technical issues, recommend solutions, and drive workflow improvements to enhance productivity.
What We're Looking For
We welcome candidates from diverse backgrounds, including:
* Customer Service & Support: Help desk agents or customer service reps in tech or software.
* Quality Assurance (QA): Junior QA testers or roles requiring strong attention to detail.
* Retail/Call Center: Client-facing roles in high-pressure environments.
* Administrative/Clerical: Experience with data entry or process-driven tasks.
* University Graduates: Degrees in IT, computer science, or analytical fields.
The Key Attributes You'll Bring
* Technical Aptitude & Curiosity: Eagerness to learn and grow in web technologies.
* Organisational & Time Management: Ability to structure and prioritize in fast-paced settings.
* Customer Focus: Empathy and dedication to client needs.
* Analytical Thinking & Attention to Detail: Precision in troubleshooting and improving workflows.
* Leadership Potential: Team collaboration and trust-building skills.
Technical Skills That Will Help You Excel
No need to know everything on day one, but familiarity or interest in the following is a plus:
* Web Development: JavaScript basics or a willingness to learn.
* Web Fundamentals: Understanding of development concepts and frameworks.
* Asynchronous Programming: Promises, Async/Await, and HTTP.
* Programming & Scripting: TypeScript, SQL, Python, Bash, Vim, and Regex.
* Cloud Computing: Experience with AWS or similar platforms.
* Tools & Archives: Exposure to web crawlers, Zendesk, or JIRA is a bonus.
Why Join Us?
This role is about more than technical aptitude-it's about bringing your problem-solving mindset, communication skills, and energy to an innovative, supportive team. If you're a self-starter who thrives on learning, collaboration, and delivering for clients, this is the opportunity for you. At MirrorWeb, we'll welcome you with open arms, invest in your growth, and help you make an impact from day one. #J-18808-Ljbffr