Senior Technical Support Engineer

MCS Group is working with a growing technology business to recruit a Senior Technical Support Engineer. This is a hands-on role for individuals with experience using Docker and AWS who are comfortable working with clients to investigate technical issues, reproduce problems and find root causes.
You'll investigate complex technical issues, help customers get the most from the platform and build integrations that fit into their existing development workflows.
As a Senior Technical Support Engineer, you'll have ownership of problems from initial investigation through to resolution. You'll work alongside product and engineering colleagues, using what you learn from customers to improve the platform, its integrations and the documentation that supports them.
The Role
The Senior Technical Support Engineer will work directly with customers to investigate technical issues, build integrations with developer tools and improve the documentation that helps customers use the platform.
You will:
Support customers with technical questions and issues relating to the platform.
Investigate and reproduce problems in local environments, working with customers to find the root cause and resolve them.
Write and maintain technical guides, knowledge base articles and FAQs so customers can solve common issues independently.
Use your programming skills to develop and maintain integrations with tools such as Terraform, GitHub Actions and CircleCI.
Share customer feedback, feature requests and recurring issues with the product development team to help improve the platform.
What We're Looking For
Ideally you'll have:
8+ years in technical product support, software development or a similar hands-on technical role, with a relevant degree.
Strong scripting/programming experience in Python, Java or JavaScript, plus the ability to investigate and resolve complex technical issues.
An understanding of software packaging, DevOps practices and how software moves through CI/CD pipelines.
Experience building, deploying or debugging production systems, with familiarity with cloud infrastructure, source control and Linux or other UNIX-like systems.
Clear communication with both technical and non-technical customers, and the ability to work independently and with a team.
Willingness to join an on-call rota supporting customers across multiple time zones.
Experience with AWS, Docker, Kubernetes, and APIs. Knowledge of software supply chain security, package signing or open-source development would also be valuable.
Salary
Up to £80,000 with share options
To speak in absolute confidence about this opportunity, please send an up-to-date CV via the link provided or contact Dylan Murray - IT Recruitment Resourcer, at MCS Group
Even if this position is not right for you, we may have others that are. Please visit MCS Group to view a wide selection of our current and exclusive roles www.mcsgroup.jobs
All conversations will be treated in the strictest of confidence.

Work arrangement
Yes