Location: Hybrid role in Reading or/and London
Overview:
As a key member of the engineering leadership team, you will lead a globally distributed group tasked with defining next-generation data engineering strategies. Your team will power the daily acquisition of data from over 1,400 retailer websites across multiple international markets. Additionally, you will direct day-to-day Level 2 and Level 3 technical support operations for our customers across the Americas, EMEA, and APAC, delivering rapid, high-quality solutions to ensure maximum customer satisfaction.
The ideal candidate brings a proven background in application development or data engineering, paired with a talent for solving complex technical challenges through the effective alignment of people, processes, and technology. You are a hands-on leader who isn’t afraid to dive into the technical details. Driven by a high sense of ownership and a passion for continuous improvement, you consistently champion changes that positively influence business outcomes.
What you’ll do:
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Lead a team of tech support engineers to triage customer reported issues and identify potential root causes
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Solve complex, multifaceted technical problems working with the appropriate engineering teams
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Improve service level efficiencies through process refinements and workflow optimizations
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Convey timely status on escalated issues
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Report metrics on quality trends
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Partner closely with the client success, product, and engineering teams to arrive at creative solutions to address issues, while striving for a timely turnaround, adhering to internal and customer SLAs.
Who you are:
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10+ years of experience leading engineering teams in the delivery of SaaS products or data-intensive applications.
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5+ years of development experience either building or supporting maintenance/sustenance for web applications or data products
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3+ years of technical support experience in enterprise B2B applications that feature analytics and data products
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5+ years of management experience (will manage a team of 80+)
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Hands-on experience with writing SQL queries and building JIRA dashboards
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Expert in JIRA and Zendesk workflow and support processes
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Confident using metrics and KPIs to drive efficiencies and productivity improvements
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Skilled at communicating to business and commercial teams
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Possess a high “do to say ratio” and value “achievement over activity”
