What you will be doing

Codat’s Support Engineers provide first class support to our growing list of global clients. Our Support engineers should share Codat’s passion for delivering an excellent product to our clients, and effectively helping them with any issues they have.

As a Support Lead you will be responsible for handling technical questions and requests, as well as managing and mentoring a high performing regional team. You’ll be working closely with our Solutions, Implementation and Commercial teams to ensure clients have the best possible experience when using Codat’s technology.

We use technologies including Azure WebApps, WebJobs/Service Bus, Table Storage & SQLto run our product which is built in C# (.NET Core & Framework), ASP.NET and ReactJS. Any previous experience with these technologies would be an advantage, but it’s not a requirement for anyone who is happy to do some on-the-job, self-driven learning.

Responsibilities 

As a regional Support Lead reporting to our Head of Support, you will be expected to:

• Exemplify best ticket management practices. From triaging our most technical support requests in line with our SLAs to ensuring that tickets are closed in a timely manner, you will work closely with the regional support team to lead investigations into complex issues.
• Create clear and reproducible test cases for engineers to resolve.
• Build and maintain scripts and other tooling to facilitate the diagnosis and troubleshooting of support issues.
• Handle regional escalations with effective internal and external communication and expectation management until resolution.
• Develop and support a team of highly motivated support engineers, including continuous coaching, training and recruitment to ensure overall team success.
• Create and improve documentation and process to minimize repeating support issues.
• Ensure the team meets our evolving SLAs, working closely with the team and senior leadership to ensure we have the resources and tools in place.
• Become a subject matter expert in Codat’s technology.
• Providing reports and team updates to our Head of Support working closely to implement and enhance the processes and strategy of the overall team.

Our values

No matter what we’re doing – whether we’re speaking to customers, partners or to each other – we live by our values.

We believe in delivering useful technology that solves real problems for real businesses. We have a real desire to do the stuff that isn't always “cool” but makes a difference.

We believe that the people in the best teams push and enable each other to excel. We’re united and we have each other’s backs – when something goes wrong, we don’t blame, we work together to fix it. Transparency in our interactions is critical to drive towards our goals as a team. We openly share all information with all colleagues by default, unless we have a very good reason not to. We embrace differences of opinion to end up with better outcomes. We don’t let our egos win.

We believe that an unstoppable drive towards a single, clearly stated goal is the best way to build great things. We are biased towards action – we make informed decisions and then we act. We inspect and question the status quo with curiosity, unafraid to ask the hard questions. There is no such thing as an impossible problem, just a great challenge to sink our teeth into.

What excites us

• Leadership experience, hiring and growing autonomous high performing teams is beneficial
• Strong written and verbal communication, including the ability to effectively communicate with both business and technical teams
• Attention to detail and excellent problem-solving skills, with a focus on identifying issues and mistakes and quickly finding ways to rectify them
• Client focused, with the needs and demands of our clients a primary motivation
• Self-motivated to work remotely and learn about new technologies and business sectors
• Excellent time management and organization skills to manage multiple client requests
• Degree in Computer Science (or equivalent) and/or programming experience
• Technical experience in accounting, lending, payment or commerce sectors is beneficial

Salary Banding: $110,000 - $137,000 / year