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MirrorWeb · 2 days ago

Customer Support Engineer

Austin, Texas, United States

Full-time

Hybrid

Mid Level

MirrorWeb is a fast-growing, Manchester-born scale-up with headquarters in Austin, Texas, known for enabling financial firms to manage risk through innovative data archiving solutions. The Support Engineer will monitor web crawling operations and provide exceptional customer support, ensuring timely and high-quality service for both internal and external clients.

Archiving ServiceComplianceSocial MediaSoftware

Responsibilities

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

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

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

Monitoring: Review automated monitoring reports and implement necessary remediation

Intervention: Perform required crawl interventions and adjustments

Issue Management: Flag complex issues for review during regular business hours via the support desk

Documentation: Record time spent and activities performed on associated tracking tickets

Qualification

AWS ServicesLinux AdministrationSQL Database SkillsBash scriptingJavaScriptPythonCustomer communicationProblem-solvingCollaboration

Required

Minimum Experience: Mid-level

Proficiency with AWS Services: S3 and EC2

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

Preferred

Basic knowledge of Bash scripting

Familiarity with JavaScript

Python programming experience

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.