Senior Technical Support Engineer - United Kingdom
Tasks
- Define support playbooks and diagnostic standards
- Identify patterns and systemic issues
- Lead resolution of escalated high severity customer issues
- Maintain product knowledge base and onboard new hires
- Mentor technical support engineers
- Participate in incident response and post-incident reviews
- Perform root cause analysis and drive permanent fixes
- Triage defects and provide product feedback
Perks/Benefits
- Employee resource groups
- Generous time-off policies
- Healthcare benefits
- Hybrid-flexible work
- Retirement benefits
- Reward and recognition programs
- Travel opportunities
- Volunteer opportunities
Skills/Tech-stack
Cause analysis | Customer support | Defect Triage | Incident Management | Integration Troubleshooting | Mentoring | Playbook Development | Root Cause Analysis | Root cause | Salesforce Communities | Salesforce Service | Salesforce Service Cloud | Salesforce knowledge | Service Cloud | Service Design | Support Playbook Development | System Architecture | Systems Integration | Technical Escalation | Technical documentation
Education
Associate Degree | Bachelor of Engineering | Bachelor of Science | Master of Science
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