Customer Support Engineer

MirrorWeb • Austin, TX

2d

About The Position

MirrorWeb is a fast-growing, Manchester-born scale-up with headquarters in Austin, Texas. We've earned a global reputation for enabling financial firms to manage risk through cutting-edge data archiving and supervision solutions. We help organisations meet their compliance needs more efficiently than ever before. Our platform captures, monitors and stores all digital communications - whether it's emails, MS Teams conversations, iMessages, or anything else. This helps businesses comply with strict regulations and avoid costly fines like the $5 billion issued by the SEC in 2023. Our mission is simple: to allow firms to communicate freely and confidently with the knowledge that all messages will be monitored and flagged in real-time if noncompliant. Having recently secured significant investment from a U.S. growth equity firm, we're ready for our next phase of rapid expansion in the U.S. market and beyond. The Role The Support Engineer serves as a critical technical resource with two primary responsibilities: monitoring our web crawling operations and delivering exceptional customer support through our service desk and phone coverage. Crawl Monitoring Our reputation depends on delivering high-fidelity, timely web crawls to our customers. The Support Engineer is responsible for: Active Monitoring: Continuously monitoring all active web crawls to ensure optimal performance Launch Management: Ensuring timely initiation of web and social media crawls according to schedule Quality Assurance: Maintaining and monitoring hourly checks on completed web crawls Issue Resolution: Intervening in problematic crawls through various methods including: Adjusting crawl scope and parameters Coordinating with Customer Success Management and external customers Forcing crawls to completion when necessary Providing customer updates via linked tickets for collaborative quality assurance Schedule: This responsibility is performed up to three days per week, with weekend coverage provided on a rotating schedule Service Desk & Customer Support Our helpdesk serves as the primary point of contact for all MirrorWeb product-related issues, supporting both internal and external customers. Phone Support Coverage Availability: Monday through Friday, 8:00 AM to 5:00 PM Responsibilities: Handle inbound customer calls, provide real-time technical support, and escalate complex issues appropriately Ticket Management The Support Engineer will follow established procedures for all tickets, including: End-to-End Ownership: Taking full responsibility for tickets from inception through resolution Initial Response: Acknowledging and assigning tickets promptly upon receipt Effective Triage: Identifying core issues and determining appropriate resolution paths Strategic Escalation: Promptly escalating to relevant teams when needed: Second-line support specialists Other MirrorWeb technical teams Customer Communication: Keeping customers informed throughout the resolution process Responding promptly to customer questions and updates Providing regular status updates within agreed timeframes Proactive Management: Monitoring open ticket queues Following up with other teams for updates when required Ensuring Service Level Agreements for first response and updates are consistently met Direct Resolution: Resolving tickets that fall within the engineer's technical expertise

Requirements

• AWS Services: Proficiency with S3 and EC2, with opportunity for continued learning
• Linux Administration: Ability to connect to and navigate server environments, manage file systems and disk space, monitor server performance metrics, handle swap management, respond effectively to server issues
• SQL Database Skills: Competency with SELECT queries and database lookups, with scope for advancement

Nice To Haves

• Basic knowledge of Bash scripting
• Familiarity with JavaScript
• Python programming experience

Responsibilities

• Continuously monitoring all active web crawls to ensure optimal performance
• Ensuring timely initiation of web and social media crawls according to schedule
• Maintaining and monitoring hourly checks on completed web crawls
• Adjusting crawl scope and parameters
• Coordinating with Customer Success Management and external customers
• Forcing crawls to completion when necessary
• Providing customer updates via linked tickets for collaborative quality assurance
• Handle inbound customer calls, provide real-time technical support, and escalate complex issues appropriately
• Taking full responsibility for tickets from inception through resolution
• Acknowledging and assigning tickets promptly upon receipt
• Identifying core issues and determining appropriate resolution paths
• Promptly escalating to relevant teams when needed
• Keeping customers informed throughout the resolution process
• Responding promptly to customer questions and updates
• Providing regular status updates within agreed timeframes
• Monitoring open ticket queues
• Following up with other teams for updates when required
• Ensuring Service Level Agreements for first response and updates are consistently met
• Resolving tickets that fall within the engineer's technical expertise
• Review automated monitoring reports and implement necessary remediation
• Perform required crawl interventions and adjustments
• Flag complex issues for review during regular business hours via the support desk
• Record time spent and activities performed on associated tracking tickets

Benefits

• Private Health Care & Cash Plan
• Life Assurance - Financial peace of mind for you and your loved ones.
• Salary Sacrifice Pension
• 25 days annual leave, plus a day off on your birthday and paid sick leave so you can recharge and celebrate.
• Enhanced Family Leave - Extra support for life’s most important moments.
• Flexible Lifestyle Benefits - £100 monthly Juno allowance to spend on health, wellness, learning, or whatever matters most to you.
• Equity Appreciation Rights (EAR) - Share in our success with an opportunity to benefit from the company’s growth through our equity incentive program.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 51-100 employees