Senior Platform Support Engineer

We’re Ember ? – an App for business owners that removes the burden of accounting and tax by taking care of it for them.

Since our founding in 2019, we’ve been working hard to bring this revolutionary new experience into the hands of thousands of business owners, raising over £10m in funding and becoming one of the fastest-growing and most promising start-ups in the UK today.

As we continue to grow and allow more businesses to experience the power of Ember, it is really important to us that every customer continues to experience the best-in-class support that Ember has come to be known for. To help us with this, we are now looking for a talented Platform Support Engineer to join our tight-knit team in this exciting next phase of our journey. ✨

Where you’ll fit into the team

We operate in a very agile and collaborative environment where you will have direct access to all Ember engineers, managers, and the head of engineering. You will be our first platform support engineer to look after what we have historically supported as a shared responsibility among all engineers in our organisation. You will be reporting directly to the Team Lead who currently oversees this process end-to-end and will not just be your manager but also the best person to learn from and get comfortable with your new role, expectations, and responsibilities.

The Platform Support Engineer will play a crucial role in ensuring our software systems operate seamlessly. This individual will provide high-quality technical support, troubleshooting, and problem resolution, all while maintaining excellent customer service and fostering teamwork.

What you can expect from the role

At Ember, things can sometimes move fast and change quickly, but here are a few examples of what you can expect to be working on. ?

• First 30 Days: Gain a comprehensive understanding of the software, tools, and technologies used in the organisation. Begin addressing basic support tickets and familiarise oneself with the company’s support processes and client communication protocols. Collaborate with other software engineers and the CX team to address critical and high-priority issues.
• First 60 Days: Handle a wider range of support issues, demonstrating increased proficiency in troubleshooting and problem-solving. Develop deeper relationships with team members and other departments. Is already familiar with the organisation structure and domain responsibilities. Deliver the first iteration of our Platform Support documentation and knowledge base (Ember Support Playbook)
• First 90 Days: Demonstrate effective management of support tickets, including complex issues, with minimal supervision. Show initiative in identifying and proposing improvements to support processes or software functionality.
• First 6 Months: Exhibit a solid understanding of customer needs and provide solutions that enhance user satisfaction. Take on more significant roles in team projects and initiatives. Show continuous improvement in technical skills and knowledge of the company’s products and services to the extent of feeling confident about submitting code changes to product repositories to mitigate incidents, address issues and enhance our observability practices.
• First Year: Be recognised as a reliable and knowledgeable support team member. Lead initiatives to improve support processes or technical documentation. Demonstrate consistent, high-quality customer service and advanced problem-solving skills.

Experience and skills that are important for the role

• Technical Expertise: Understanding software development lifecycle, debugging techniques, and database management.
• Problem-Solving Skills: Ability to troubleshoot and resolve technical issues effectively. This includes analytical thinking, logical reasoning, and creativity in finding solutions.
• Communication Skills and Emotional Intelligence: Excellent verbal and written communication skills for interacting with team members, other departments, and customers. Patience, empathy, and the ability to handle stressful situations gracefully, especially when dealing with frustrated users or complex problems.
• Team Collaboration and Ownership: Ability to work well in a team environment, taking responsibility for troubleshooting and addressing technical issues promptly with teams as needed, contributing to a collaborative work culture. Willingness to share knowledge and help colleagues.
• Adaptability and Learning: Willingness to continuously learn and adapt to new technologies and methodologies. Staying updated with industry trends and best practices.
• Attention to Detail: Precision and attention to detail in diagnosing problems and implementing solutions.
• Time Management: Ability to manage time effectively, prioritise tasks, and meet deadlines in a fast-paced environment.
• Documentation Skills: Proficiency in creating and maintaining clear and concise technical documentation.
• Development Skills: Some experience in both developing software (any language) and working with SQL&Relational Databases

Some things that we see as nice-to-haves

• Google Cloud Platform (GCP)
• JavaScript or TypeScript
• Node.js
• NoSQL