Technical Support Engineer

Support_L2 · London, London, City of
Department Support_L2
Employment Type Full-Time
Minimum Experience Mid-level

Go1 is on a mission to unlock positive potential through a love of learning. The Go1 platform makes learning easy with thousands of courses in one simple solution. Since our founding in 2015, we have grown to an organization of 200+ in 9 global offices. At Go1, we go to infinity and beyond through excellent work, prioritising actions over words and encouraging creativity and candour. It is with this spirit that we are driving hypergrowth and international expansion.


We are currently looking for a Technical Support Engineer to help support Go1 staff, customers and partners in their day to day interaction with the Go1 platform, product and services.

 

Core Activities:

 

  • Receive, acknowledge, assess, process and solve trouble tickets within defined service levels
  • Diagnose and package problems so that 2nd and 3rd line teams can efficiently diagnose and solve technically more complex issues
  • Validate issues which have been solved - confirming everything is working as expected before closing the trouble ticket or responding to the customer
  • Diagnose technical issues by reviewing logging information, alerting tools and reviewing software code
  • Develop scripts and tools which might automate tasks you (or your 1st line CSR colleagues) need to perform regularly
  • Provide product usage advice to customers - understand their need and what they are trying to do and teach them the best way to do it
  • Identify, contribute and maintain the support knowledge base (both customer and internally facing

 

Core Competencies:

 

  • Outstanding communication (written and spoken) and active listening skills
  • A high degree of empathy and patience for customers, end users and internal stakeholders
  • Broad knowledge of the Go1 products and services
  • A sense of urgency, responsiveness and the ability to act quickly to solve problems with care and attention to detail - you ask the right questions to determine risk and impact to the customer
  • Analytical approach to triage and troubleshooting - you are comfortable prioritising under pressure - knowing what is ‘really’ important
  • Knowledge of API’s, and ability to debug and troubleshoot technical implementation issues
  • Some basic working knowledge of the software languages used by Go1 and the ability to create, run and maintain basic automation scripts
  • A base awareness of security best practices - as defined by ITIL and ISO

Thank You

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  • Location
    London, London, City of
  • Department
    Support_L2
  • Employment Type
    Full-Time
  • Minimum Experience
    Mid-level