- Company Name
- TetraScience
- Job Title
- (Senior) Customer Support Engineer
- Job Description
-
Job Title: (Senior) Customer Support Engineer
Role Summary:
Provide expert technical support to customers, diagnosing and resolving performance, scalability, and reliability issues across the platform. Act as the primary escalation point between customers and engineering, driving solutions, documenting fixes, and improving support processes to enhance customer satisfaction and product stability.
Expectations:
- Deliver timely, high‑quality resolutions while meeting or exceeding SLAs.
- Own the entire ticket lifecycle from creation to closure.
- Communicate proactively with customers, production teams, and stakeholders.
- Continuously improve support tooling, documentation, and workflows.
Key Responsibilities:
- Investigate end-to‑to‑end usability, stability, and performance problems reported by customers.
- Escalate issues to engineering, framing clear, actionable information for diagnosis.
- Develop and maintain scripts, benchmarks, and documentation to streamline troubleshooting.
- Collaborate with product and engineering teams to implement fixes or work‑arounds.
- Prioritize and execute work volumes, ensuring adherence to SLAs.
- Participate in cross‑functional initiatives with account and success teams to maximize customer value.
- Perform root‑cause analyses and post‑mortem reviews to inform product improvements.
Required Skills:
- 4+ years of technical customer‑facing support experience (7+ for senior).
- Proven track record in performance, scalability, and resilience support.
- Deep understanding of AWS services (CloudWatch, ECS, S3, CloudFormation, Lambda, SQS).
- Strong TCP/IP networking, Windows system administration, and API integration troubleshooting.
- Experience with CloudNative platforms, micro‑services, Docker, and SaaS deployments.
- Ability to debug distributed software reliability issues.
- Excellent written and verbal communication in English (technical level).
- Self‑driven, innovative, and solutions‑oriented with strong problem‑solving skills.
- Professional demeanor suitable for customer interactions and occasional site visits.
- Fully remote‑ready working environment in the UK (no visa sponsorship).
Required Education & Certifications:
- Bachelor’s degree in Computer Science, Information Technology, or a related technical field.
- Relevant certifications (e.g., AWS Certified Solutions Architect/Developer) are advantageous but not mandatory.