Quick Summary
Technical Support Engineer (SaaS, E-commerce Promotion Platform)
Our Benefits
- 4-day workweek: Uniqodo was one of the first UK companies to adopt a company-wide 4-day workweek without salary reduction or extra hours.
- Salary: £50-£55k dependent on experience.
- 25 days' holiday per year.
- Pension scheme: a company-wide contributory pension scheme.
- Market-beating protection: Death-in-service insurance and access to two private healthcare schemes covering health, dental, and mental wellbeing support.
- Regular social events: Quarterly socials ranging from escape rooms to sports days and arcades.
- Flexible working hours: Excellent performance is prioritized over clock-watching, offering flexibility around core hours.
- Remote working flexibility: We currently work remotely with opportunities for necessary face-to-face meetings.
Why Uniqodo?
Uniqodo is a fast-growing SaaS business leading marketing technology. We are a Promotion Experience platform that helps e-commerce businesses achieve marketing goals through promotions across the customer journey (e.g., personalized voucher codes, loyalty rewards, exclusive sale access).
We deliver award-winning work for major global brands including Expedia, BT, EE, TUI, LG, Boots, QVC, and The White Company. We won Best Technology for Retail in the Performance Marketing Awards 2024.
We provide equal opportunity in a zero-discrimination workplace and embrace diversity. We believe in solving challenges together, encouraging positive debate, and supporting personal and professional growth. Our platform improvements often result from team members recommending new solutions and features.
The Purpose of this Role
We are seeking a superstar Technical Support Engineer to provide excellent technical support and operational excellence that delights our clients. You will collaborate directly with our engineering and client teams. We are looking for an individual excited by the challenge of helping clients achieve great results through our technology, who is hungry to learn and loves collaborating to solve problems.
What you will do
Technical Support
- Provide excellent first and second-line support for technical queries about our platform, directly to clients and internal teams, resolving issues promptly in line with our support SLA.
- Own the triage process, acting as a definitive filter to protect the engineering team from distractions, attempting resolution before escalation.
- Effectively manage client expectations and ensure realistic deadlines are met through excellent communication.
- Ensure every issue has the most appropriate priority, making client satisfaction a key factor in prioritization.
- Identify opportunities for automation and suggest or implement process improvements that add business value.
- Develop and maintain our product, help centre documentation, and onboarding materials.
- Be the voice of our customer and summarize common pain points and product pitfalls into actionable feedback for the Product team.
- Help to design and iterate on the support and onboarding workflows and tools required to scale.
Client Excellence
- Collaborate closely with internal teams and foster good client relationships to ensure every interaction delivers client satisfaction.
- Communicate effectively and professionally with clients, assisting some of the world’s largest brands like TUI, Expedia, BT, and Boots.
- Provide pre-sale support to the sales and customer success teams in product demos and technical conversations about our products and prospective use cases.
- Manage and support integrations of new clients as part of the wider onboarding process. This includes advising on the right integration methods (JavaScript and API), as well as testing and troubleshooting issues with clients.
- Ensure timely and successful completion of client integrations by actively monitoring progress, collaborating with clients to address challenges, and resolving issues that may cause delays.
Required Skills and Experience
If you have the following, we would love to hear from you:
- 4+ years’ experience working in a technical support or similar role.
- 3+ years’ experience in a client-facing role.
- Good understanding of web-based applications and APIs with practical experience using Postman/curl or similar to debug endpoints.
- Comfortable digging into API responses, inspecting web elements, and searching through logs to find the root cause of an issue.
- Experience using a ticketing system like Jira to manage the support process end-to-end.
- A proactive approach to work; looking for ways to improve documentation, automate repetitive queries, and refine internal processes.
- Excellent problem-solving and troubleshooting skills.
- Excellent written and verbal communication skills.
- Ability to confidently and professionally communicate with clients, prospects, engineers, and other colleagues.
- Good organisational skills and ability to manage a busy workload effectively.
Bonus Skills
The following are bonus points to your application, but not essential:
- Experience building or improving support workflows and aren't afraid to tell us when a process is broken.
- Experience working in a similar role with a SaaS, e-commerce or marketing technology business.
- A previous software development or engineering role.
- Practical knowledge of JavaScript, PHP, Bash or Python.
Assessment Process
Successful applicants will be invited to participate in the following interview process:
- Skills-based assessment
- Initial video interview
- Face-to-face interview, including a practical mock client assessment
Job Types: Full-time, Permanent
Pay: £50,000.00-£55,000.00 per year
Work Location: Remote