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:
- Lead a team of tech support engineers to triage customer reported issues and identify potential root causes
- Solve complex, multifaceted technical problems working with the appropriate engineering teams
- Improve service level efficiencies through process refinements and workflow optimizations
- Convey timely status on escalated issues
- Report metrics on quality trends
- 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:
- 10+ years of experience leading engineering teams in the delivery of SaaS products or data-intensive applications.
- 5+ years of development experience either building or supporting maintenance/sustenance for web applications or data products
- 3+ years of technical support experience in enterprise B2B applications that feature analytics and data products
- 5+ years of management experience (will manage a team of 80+)
- Hands-on experience with writing SQL queries and building JIRA dashboards
- Expert in JIRA and Zendesk workflow and support processes
- Confident using metrics and KPIs to drive efficiencies and productivity improvements
- Skilled at communicating to business and commercial teams
- Possess a high “do to say ratio” and value “achievement over activity”
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