Job Title: Technical Support Engineer
Job Description
We are seeking a highly skilled and experienced Technical Support Engineer to provide exceptional technical support for our clients' range of AI services. This role requires a proactive individual with a strong technical background, natural curiosity, and experience in setting up a support function and team within an organisation.
Responsibilities
* Provide technical support for our suite of AI services, ensuring timely resolution of customer issues.
* Diagnose and troubleshoot issues with our AI services, providing resolutions and translating responses for the correct audience.
* Collaborate with various cross-functional teams, including development, product management, and other product teams, to resolve complex technical issues.
* Develop and maintain comprehensive documentation for support processes, troubleshooting guides, and FAQs.
* Assist in setting up and managing a robust support function, including the implementation of support tools, systems, and processes.
* Train and mentor junior support staff.
* Monitor and analyse issues and metrics to identify problems and areas for improvement.
* Ensure customer satisfaction by providing exceptional service and maintaining strong relationships with support and product teams.
* Stay up to date with the latest developments in AI technology and our services.
Essential Skills
* Bachelor's degree in Computer Science, Information Technology, or a related field.
* Proven experience as a Technical Support Engineer or similar role, preferably within a large organisation.
* Excellent problem-solving and analytical skills.
* Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
* Ability to work independently and as part of a cross-team function in a fast-paced environment.
* Customer-focused mindset with a commitment to delivering high-quality support.
* Familiarity with support ticketing systems.
* Familiarity with logging tools.
* Skills with Database queries.
* Understanding of code and code management systems.
* Strong SQL Skills is a must
Additional Skills & Qualifications
* Experience with AI services and technologies.
* Experience in setting up and managing support functions, including the implementation of support tools and systems.
* Strong technical skills, including knowledge of AI technologies, software development, and complex troubleshooting.
* Certifications in relevant technologies or support methodologies.
Why Work Here?
We offer the opportunity to work within a large tech organisation that values innovation, collaboration, and professional growth. Our team is dedicated to transforming businesses with cutting-edge AI solutions, and we support a dynamic work environment that encourages learning and development. We believe in maintaining a healthy work-life balance and provide our employees with the flexibility to work remotely.
Work Environment
This role offers flexibility to work remotely from the UK. The work environment is dynamic and fast-paced, with a focus on collaboration across various teams. You will use the latest technologies and support tools to ensure effective and efficient customer support. The dress code is casual, promoting a comfortable and inclusive atmosphere.
Location
Scotland, UK
Rate/Salary
250.00 - 300.00 GBP Daily
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