Technical UX Support Engineer

Overview

LOCATION: Staines, hybrid

DURATION: 12 months

Are you a problem-solver with a passion for cutting-edge technology and a drive to empower users? Aquent is seeking a dedicated individual to join our client, a leader in enterprise software platforms, renowned for transforming how businesses operate globally. In this pivotal role, you’ll be at the forefront of customer satisfaction, directly impacting the user experience of a widely adopted platform by resolving complex technical challenges and championing best practices.

About the Role:

As a key contributor, you will serve as a Customer Advocate, ensuring seamless operation and optimal performance for users and administrators of our client’s robust platform. You’ll dive deep into cloud technologies and troubleshooting methodologies, turning challenging technical situations into successful resolutions. This is an incredible opportunity to become a Subject Matter Expert, share your knowledge, and even contribute to automation efforts, directly shaping the future of support services and enhancing the overall customer journey.

What You’ll Do:

• Act as a primary Customer Advocate, providing expert support to users and administrators of the platform.
• Master the platform, cloud technologies, and advanced troubleshooting practices to resolve complex technical issues effectively.
• Proactively manage and resolve all incoming support issues, ensuring timely and thorough solutions.
• Conduct in-depth assessment, troubleshooting, root cause analysis, and resolution for product-related challenges.
• Consistently manage customer expectations, delivering an exceptional experience that drives high satisfaction.
• Cultivate and maintain deep technical expertise in assigned areas of product functionality, leveraging it to assist customers.
• Become a Subject Matter Expert (SME) in specific product functionalities, sharing knowledge and leading sessions with global peers.
• Develop scripts to automate repetitive tasks and enhance troubleshooting efficiency.
• Contribute to the development and mentoring of team members in various technologies and the platform.
• Identify, suggest, and implement improvements to internal support processes.
• Engage in both technical and non-technical projects that advance support capabilities.
• Communicate professionally with customers and internal teams via case management, phone, and other electronic channels.
• Create comprehensive knowledge base materials to boost operational efficiency and empower customers.
• Maintain meticulous case hygiene and accurate customer records.

Must-Have Qualifications:

• 2+ years of related experience in technical support or a software coding environment.
• Proven experience providing SaaS support.
• Demonstrated ability to develop applications within enterprise platforms.
• Strong experience diagnosing performance-related issues.
• Proficiency with development and debugging tools such as Eclipse, Splunk, Xcode, Android studio, or SauceLab.
• Experience in UI development or support.
• Proficiency in at least two of the following: CSS, AJAX, ReactJS, GraphQL, AngularJS, or Mobile application development.
• Ability to read and debug Java and JavaScript code.
• Expertise in troubleshooting using browser developer tools.
• Advanced knowledge of cloud/web application components and application support.
• Proficiency in scripting languages including JavaScript, Python, Perl, Unix Shell, or Windows Shell.
• Good experience with relational databases (e.g., MySQL, Oracle).
• Solid experience writing or debugging Object-Oriented code (Java preferred, other relevant technologies are a plus).
• Experience using Linux/Unix OR Microsoft Server environments.
• Exceptional ability to understand problem statements and troubleshoot complex technical issues with ease.
• Excellent written and verbal communication skills, capable of articulating complex technical solutions clearly.
• A personal commitment to quality, customer service, and continuous improvement.
• Strong ability to multi-task and efficiently manage a case backlog.

Nice-to-Have Qualifications:

• Experience writing JavaScripts.
• Prior mobile application support experience.

** This role is open for a limited time. Next steps will be shared with shortlisted candidates ASAP. Due to the high volume of applicants, we may be unable to reply to each applicant individually. If you have not received a response within 48 hours of your application, please assume that you have not been selected for progression to the next stage of the hiring process **