Lead Support Engineer at Secret Escapes in London, United Kingdom

Secret Escapes operate a range of bespoke software written in Groovy and Python. Providing technical support to our internal users, third parties and customers is key to our success and we are looking for a leader to join our application support team and help us take it to the next level.

As a member of our technical support team, you will be the first point of contact for users of our software within the business. The role will involve providing technical assistance which can range from assisting users with using our applications to debugging application code and fixing problems, as well as implementing improvements and new functionality to support our users.

What we are looking for:

  • Experience working in and leading a technical support team
  • People focused and you get a kick out of delivering solutions
  • A passion for complex problem solving and technical challenges
  • An aptitude to learn and assimilate new technologies quickly
  • Experience debugging and troubleshooting application code
  • Process automation and scripting skills
  • Software development experience

Key Responsibilities:

  • Ownership of the support process
  • Managing day to day operations of the support team
  • Identifying and delivering solutions to eliminate repeat requests
  • Responding to and prioritising requests raised through Zendesk
  • Troubleshooting technical issues
  • Improving existing systems and automating processes
  • Supporting users of our bespoke software
  • Advising and assisting our customer support team with escalated customer requests
  • Providing technical support for third parties working with our platform
  • Creating and maintaining support documentation and knowledge base

Things you should know about us:

We employ a wide range of technologies (even if we do say so ourselves!) and while experience with these is beneficial it is not a requirement: Groovy (Grails), Python (Django and gRPC), MySQL, MongoDB, Redis, Jenkins, Linux, Docker, AWS (EC2, RDS, S3, SQS, etc) and more. Our processes are modern and forward thinking, we work in an agile way and follow TDD principles and release new code up to 5 times a day!

We are a multi-cultural team with developers based in a different locations, London and Bristol (in the UK) , Berlin (Germany), Poznan (Poland) and Skopje (Macedonia) - yes there is the opportunity to visit these other locations.  We communicate and collaborate with a variety of tool including Slack, Google Hangouts and TeamViewer which gives us the flexibility to work from almost any location.

Our teams are named after some music greats such as the Nirvana team... get practicing your best rendition of ‘Smells Like Team Spirit’.

Continuous improvement is a key principle of the team and it's important that everyone is always improving both technically and professionally. The business supports development through individual development plans and personal  budget for training.