🚀 Internal Opportunity: Junior Engineering Support Tier 3

🚀 Engineering Support Specialist

Do you love solving technical challenges, collaborating with talented teams, and making a real impact on products used by customers every day? We're looking for an Engineering Support Specialist to join our team and help bridge the gap between Support, Engineering, and Product.

In this role, you'll investigate complex technical issues, work alongside engineering teams to drive defect resolution, and continuously improve the way we support our products. You'll play a key role in ensuring issues are understood, prioritised, and resolved quickly while helping shape better processes, documentation, and product improvements.

🔍 What You'll Be Doing

🛠️ Investigate & Resolve Issues

• Tackle technical issues escalated from our Tier 2 Support team.
• Resolve issues wherever possible without engineering intervention.
• Coordinate with engineering teams to ensure more complex issues are addressed quickly.

🐞 Analyse & Reproduce Defects

• Investigate issues from multiple sources.
• Reproduce defects and provide software engineers with clear, detailed reproduction steps.
• Ensure defect tickets contain everything needed for fast and effective investigation.

🤝 Collaborate Across Teams

• Partner with domain tribes and service teams to ensure issues reach the right people.
• Help drive timely defect resolution across the business.
• Keep communication flowing between Support, Engineering, and Product.

💬 Keep Everyone Informed

• Communicate clearly with stakeholders throughout the lifecycle of an issue.
• Provide timely progress updates and set clear expectations.
• Ensure customers and internal teams always know where things stand.

💡 Drive Product Improvements

• Identify recurring issues and trends.
• Share insights with the Head of Engineering Support and Product teams.
• Help influence future product enhancements and reduce repeat issues.

📚 Build Knowledge & Documentation

• Create and maintain clear, high-quality technical documentation.
• Grow and improve our knowledge base with troubleshooting guides and known fixes.
• Make it easy for everyone to find the information they need.

⚙️ Improve the Way We Work

• Help evolve Engineering Support processes to be simpler, smarter, and more effective.
• Champion best practices and embrace new technologies.
• Contribute ideas that improve efficiency across the team.

🌱 Share Your Knowledge

• Promote collaboration and knowledge sharing across Engineering.
• Support teammates by documenting solutions and sharing expertise.
• Help build a culture of continuous learning.
  
  

✅ What We're Looking For

You'll thrive in this role if you:

🔹 Love investigating and solving complex technical problems.

🔹 Have excellent analytical and troubleshooting skills.

🔹 Can communicate technical concepts clearly to both technical and non-technical audiences.

🔹 Are organised, detail-oriented, and comfortable managing multiple priorities.

🔹 Enjoy collaborating with cross-functional teams to deliver great outcomes.

🔹 Take pride in creating clear documentation and sharing knowledge.

🔹 Have a continuous learning mindset and enjoy improving processes as much as solving problems.

🌟 Why Join Us?

✨ Make a real impact on the quality of our products.

🤝 Work alongside passionate engineers, product specialists, and support professionals.

🚀 Help shape the future of our Engineering Support function.

📈 Grow your technical expertise while influencing how we build and support our platform.

If you're curious, collaborative, and passionate about solving technical challenges, we'd love to hear from you! 🎉