Technical Support Engineer - Performance

Staines, London
Job Terms:
£236.11 per day
Start date:
Posted By:
Shivika Upadhyay
11 months

Job Description:

Technical Support Engineer - Performance

Duties: Customer Advocate providing support to users/administrators of our client's platform. Contributing to the growth of best practices for delivery of support services.

  • Understand our client's platform, cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations.
  • Manage and resolve all issues.
  • Experience assessing, troubleshooting, resolving and providing root cause analysis for Product issues.
  • Manage customers' expectations and experience in a way that results in high customer satisfaction.
  • Maintain technical expertise in assigned areas of product functionality and use that expertise to help customers.
  • Opportunity to become Subject Matter Expert in assigned areas of product functionality and utilize that expertise effectively to help customers. Share and deliver knowledge sessions with peers globally.
  • Opportunity to create scripts to automate repetitive tasks or scripts to enable faster troubleshooting.
  • Help in development and mentoring of team members in various technologies
  • Suggest and implement improvements to internal processes.
  • Work on technical and non-technical projects.
  • Communicate with customers and our teams through case, phone and other electronic methods.
  • Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the customers.
  • Maintain impeccable case hygiene and customer related files and records.
  • Participate in the weekend support on-call rotation.


  • Bachelor's in Computer Science (or related technical degree) or 4+ years of related experience within technical support or software coding environment
  • Must have experience implementing, maintaining or supporting one (or more) of the following:


  1. Demonstrated ability to troubleshoot the most difficult technical issues in time critical situations
  2. Experience diagnosing performance related issues.
  3. Ability to understand and communicate complex technical systems
  4. Proven ability to maintain a professional demeanour when handling complex user issues
  5. Working knowledge of the components in a web applications stack
  6. Solid background in Linux, UNIX or other OS
  7. Strong experience working with dynamic HTML components: AJAX, Java/JavaScript, CSS, XML, HTML, XHTML
  8. Experience and understanding of Object Oriented Design
  9. Experience with relational databases such as MySQL, Oracle
  10. Ability to read, analyze Application & Database logs
  11. Strong experience working in Java or similar backend programming language
  12. Excellent written and verbal communication skills in English - with the ability to clearly articulate solutions to complex technical problems
  • Ability to work with high-value customer administrators and developers
  • Excellent time management skills
  • Personal commitment to quality and customer service

Must have experience in working with one (or more) of the following technologies / languages:

  • Working knowledge of the components in a web applications stack.
  • Scripting languages (e.g. JavaScript, Python, Perl, Unix Shell, Windows Shell).


Client Description:

Our Client is an American software company that offers businesses cloud computing solutions to manage digital workflows. Their innovations have streamlined working processes for 80% of the Fortune 500 alongside over 5000 other companies around the world including American Express, Deloitte, Experian, MGM, the NHS, Vodafone, and Wayfair.


We want to make a world of difference, so it matters to us that we hire differently. Aquent is dedicated to improving inclusivity and is proudly an equal opportunities employer.