Job Description

What you will be doing?
Your role will use innovative tools and will work closely with our Agile Development Squads to setup & deliver our products, perform configuration changes to add new features & investigate possible bugs, tracking their resolution and rollout to our global customer base.

You will provide support to other customer facing teams to enable our customers to extract competitive advantage & actionable insights to drive their business goals.

Desired Skills & Abilities

• You will have a keen interest in broadband, mobile telecoms, cloud technology and data analytics with a strong affinity to technology and an awareness of AI.
• You will be able to adapt & troubleshoot SQL to query large data sets. An innovative and inquisitive personality with the drive to identify and fix the root cause of problems.
• Knowledge of customer SLA management, monitoring & meeting common Customer Support KPIs.
• Excellent people management skills with the ability to interface with other teams in a remote working environment to be a customer advocate.
• Experience in troubleshooting complex technical problems.
• Showing problem ownership, research skills, proactivity and diligence with regards to process, documenting troubleshooting & creating high quality knowledge base articles.
• Have experience or a strong understanding of working in a 1st line technical support team monitoring and responding to customer reported issues through email, web, IM & other channels.

Required Skills & Experience

• Education in a relevant field.
• Experience working in a fast-paced, entrepreneurial environment.
• Experience with Google BigQuery or another data warehouse.
• Experience in writing and troubleshooting SQL queries.
• Experience in a technical support role or similar function.

Nice to have

• Experience of using tools such as Google Cloud, Apache Airflow, Mode Analytics
• Experience with MS Excel, Tableau, QGIS, GSuite and data visualisation tools
• Experience of command line terminals under MacOS / Linux, editors such as Visual Studio Code
• Experience of Shell scripting, Python, trouble ticketing systems such as Zendesk, Jira and Wiki systems such as Confluence.
• Experience of making changes to configuration files under version control using e.g. BitBucket or Github.