Experience: No less than FOUR years

Reports to: Head of Engineering

Direct Reports: One

Location: Santiago, New York, San Francisco, remote (the Americas)**

**Please note: Must be able/willing to work EST hours

Issue Date: January 2024

Salary: 50.000 EUR

About the role (Job Summary)

In this role, you will:

• Lead a small, but geographically diverse team of Application Support Engineers
• Work with our user community to resolve their issues
• Manage our incident response, and lead post incident wash-ups
• Collaborate with Client Delivery, Product, QA, and cross-functional Engineering teams
• Own our service delivery function, and champion continuous improvement

Technology

Currently we use the following:

• Jira Service Management, Jira Product Discovery, Jira Software
• OpsGenie, Grafana, Loki
• TypeScript, JavaScript, React Native, MySQL
• Amazon Web Services (AWS)

We’re looking for smart people, rather than engineers that can use this tool or that language. You’ll get the opportunity to influence the technology and methodologies we use.

Projects

We have various projects in flight, but some of the broad initiatives we have planned, and that you will be involved in include:

• Rebuilding our end user support process
• Launching our Incident management process
• Improving end user experience by implementing customer driven initiatives

About You (Profile)

We’re looking for experienced service delivery experts who thrive in a fast-paced environment. As a Lead Application Support Engineer, you will evangelise customer service and be the de facto go-to person on your team. Your role extends beyond issue resolution; you'll champion excellence within tech, and the broader business community. We’re talking about service delivery transformation, presenting at incident forums, giving department-wide brown bags, and leading knowledge-sharing sessions within our organisation.

At Atheneum, we believe that everyone plays a crucial role in shaping how we support and maintain our software. Expect to wield significant influence on our support initiatives. Your responsibilities will include contributing to and steering the direction of your team’s deliverables.

As a seasoned support engineer, you will be constantly evolving your craft and building a set of engineering principles. You will understand that when times are hard, principles should be relied upon, not abandoned.

You prioritise service delivery excellence

You care deeply about the quality of support provided and understand the significance of a structured support process. Your commitment to service delivery excellence goes beyond theory – you've implemented and championed best practices in your previous roles.

You understand the fundamentals

Practising the principles of support excellence is second nature to you. Whether it's pure incident management or end-to-end customer satisfaction, you fundamentally grasp the core principles of service delivery and support engineering.

You thrive in delivery

While quality is essential, you understand that perfect solutions mean little if they don't reach the end user. You possess the pragmatism to prioritise and resolve support tickets efficiently. We operate in an Agile environment, where incremental improvements drive our support strategy. You'll be comfortable working collaboratively and iteratively to enhance the efficiency and effectiveness of our support systems with each iteration.

If you're genuinely excited about delivering exceptional support and thrive in an environment that values continuous improvement, then we're excited to meet you!

In this role, you will (Key Responsibilities)

Leadership and Incident Resolution:

• Lead a team to Identify, log, prioritise and manage incidents.

• Gather relevant information from diverse sources for effective diagnosis.
• Take ownership of post-incident investigations and root cause analyses.
• Play a pivotal role in maintaining a proactive and efficient incident resolution process.

Service Level Agreements and Customer Relationship:

• Develop and refine Service Level Agreements (SLAs).
• Transform customer complaints into opportunities for service enhancement.
• Address complex customer issues and foster meaningful relationships with end users.

User Support and Communication:

• Offer guidance on appropriate tools and techniques.
• Contribute to building a comprehensive knowledge base and self-service resources.
• Act as the voice of the user and demonstrate effective communication across cultural and geographic boundaries.

Process Optimization and Documentation:

• Define and measure the effectiveness of existing processes.
• Lead and deliver strategies to elevate the quality and effectiveness of the entire support service.
• Drive automation initiatives to enhance operational efficiency.
• Document processes and policies.

Job Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Proven experience as an Application Support Engineer. Solid understanding of support processes and best practices.
• Excellent working knowledge of modern service delivery concepts and techniques. Experience in administering relevant tooling would be advantageous.

• Understanding of core technical functions, including Software Development, Data Engineering, QA, DevOps, and Site Reliability Engineering.
• Proficient in generating and presenting reports to senior stakeholders.
• Familiarity with relational databases, SQL queries, and scripting languages for automation.
• Awareness of Agile, SDLC, CI/CD, and Cloud Computing.
• Adaptability to evolving technologies and industry best practices.
• High emotional intelligence and the ability to coach others.

We understand that sometimes, you might hesitate to apply for a role if you don't check every box. However, we're seeking individuals who are passionate, eager to learn, and ready to contribute their unique strengths. If the role excites you and you meet some, but not all, of the criteria—apply anyway! Here at Atheneum, diversity and inclusion are not just part of our culture but are ingrained in our DNA. We do not discriminate in any way when assessing applications.

Join us in creating an inclusive workplace where every voice is heard, every idea is respected, and everyone can reach their full potential. We actively encourage applications from all backgrounds, especially those underrepresented in tech. We know that a diverse team makes us stronger.

Apply now, and let's build something amazing together!