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Job Description - Support Engineer

Support Engineer

Employment type: full-time

Location: Macclesfield, UK

Company Background:

Come join a growing, dynamic and innovative team that has established itself as a market leader in live customer engagement solutions. Vee24 provides real-time customer engagement software to help large and small companies improve their customer acquisition, customer satisfaction and overall customer experience for clients like KBC, Samsung, Mattress Firm, Time Warner Cable, Vodafone, Jaguar Land Rover, and Ford Motor Company. With a combination of adaptive software, great people and proven implementation methodology, Vee24 partners with its clients to build global capabilities that integrate workflows and web and mobile collaborations across the customer lifecycle. For more information visit us at: www.vee24.com

Job Description

We are looking for an enthusiastic and talented support engineer to join our strong global engineering team. Our solution provides real time communication services to a marquee list of customers across the world and helps them improve satisfaction and better conversion by providing quick help in purchase decisions using expert help.

Our engineers work in small teams and influence the direction of our products. In this role, you will focus on supporting our customer base to be successful. You will be challenged to work across a variety of customer issues and needs. The successful candidate will have software development and programming skills to be able to quickly analyse root cause of an issue and in collaboration with the engineering team, provide fixes or work arounds that will meet client needs. This will require working closely with external and internal stakeholders in an organized fashion. You will be working with the overall engineering team in an agile fashion on a day-to-day basis. Strong technical skills, problem solving skills, proactivity, tenacity and organization skills will help you succeed in this role.

Primary responsibilities:

  • Proactively assist customers with technical issues that may arise with their solution implementation. Troubleshoot and perform root cause analysis. Identify and provide timely workarounds, fixes and solutions when possible, to meet customer’s business needs.
  • Reproduce in house when possible, file engineering tickets, create fixes independently for simple issue or in collaboration with experienced engineers 
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