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Tier 3 Support Engineer

Algolia is hiring Tier 3 Support Engineer in London.
Algolia
Remote
Hybrid
On-Site
United Kingdom
Undisclosed salary
Job Description

Algolia is seeking a Tier Three Support Engineer to provide top-tier technical support to customers and internal teams. The engineer will partner with R&D Engineering teams, including the SRE team, to investigate complex technical challenges and share knowledge. This role focuses on supporting strategic cases for key customers, requiring a hands-on approach to problem-solving.

Role Involves:

  • Handling technical requests via web and on-call support channels.
  • Investigating network/connectivity issues for customers.
  • Investigating infrastructure issues using technical knowledge and Datadog dashboards.
  • Conducting empathetic conversations with customers to gather information and resolve technical obstacles.
  • Submitting bug reports to the Engineering team.
  • Partnering with Product Teams and Engineering to develop subject matter expertise.
  • Contributing to internal and external knowledge bases.
  • Participating in internal projects to improve processes and tools.

Requirements:

  • Strong desire to help people solve problems and explain complex technical concepts.
  • Experience with web development, REST APIs, and database management.
  • At least 5 years of experience in technical customer support or direct engineering, ideally with SaaS enterprise software.
  • Working knowledge of development languages such as JavaScript, Java, PHP, C#, Objective-C, Swift, Ruby, Python.
  • Experience with SQL.
  • Ability to handle and prioritize a portfolio of tickets.
  • Excellent spoken and written English skills.
  • Ability to work in an on-call rotation.

Role Offers:

  • Flexible workplace model.
  • Opportunity to work on cutting-edge search and discovery technology.
  • A collaborative and inclusive work environment.
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Algolia

Algolia is an AI Search company providing an intuitive search-as-you-type experience through its API. Serving over 17,000 businesses globally, it powers billions of weekly search requests. Algolia's platform enables companies to create customer experiences that predict user intent with blazing-fast search and web browsing. With a focus on innovation, Algolia creates APIs that simplify software development. The company's solutions are designed to be superior to both in-house builds and monolithic SaaS options and its platform is used by companies like Under Armour, Stripe, and Walgreens.

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