Senior Premier Support Engineer

  • Digital Reasoning
  • London, UK
  • Mar 25, 2022
Full time Customer Service Developer JAVA

Job Description

As a Senior Premier Support Engineer, you will be working directly with our customers to audit, document, troubleshoot, customize, and advise on their Natural Language Processing (NLP), machine learning solution. You will be responsible to mentor the Premier Support Engineers and work with Core Support Engineers to receive tickets submitted through our JIRA Service Desk system and follow-up with the customer. The Senior Premier Support Engineer will be responsible for meeting team SLAs and handling customer escalations.  Using a positive attitude and great communication skills you will be driving our relationship with our customers, providing them consultancy services and advising them on best practices. This role should have experience of Big Data technology (e.g. Hadoop, ElasticSearch, etc.) and be competent in UNIX, scripting and databases.

Specific duties include but not limited to:

  • Work with multiple customers understanding their unique customizations
  • Receive, review, analyze, and troubleshoot system issues reported to you directly or through the JIRA Service Desk system
  • Advise the customer’s engineering and operations teams regarding standard tasks (installation, release management, configuration management, etc.)
  • Work with the Premier Support, Core Support, Expert Services, and Engineering teams to escalate issues when appropriate
  • Participate in mentoring other members of the team, ensuring team SLAs are met, and handling customer escalations
  • Evaluate the customers’ system health, identify and recommend upgrades as appropriate
  • Provide consultation and training services as contracted by customers
  • Work with the Expert Services team to create Business Requirement Documents and successfully transition new customers to the support system
  • Hold regular/scheduled meeting with customers proactively communicating on existing requests
  • Develop and run reports, track and log issues within our JIRA Service Desk system
  • This position may require occasional weekend or holiday coverage and up to 50% travel, some of which may be international travel.

Time Allocations:

  • 40% troubleshooting
  • 30% ticket review, statusing, reporting, and customer communication
  • 20% cross-department coordination
  • 10% development time

General Required Competencies:

  • Strong technical competency
  • Previous supervisory experience and plus
  • Experience troubleshooting technical solutions
  • Proven customer interaction, organization, and problem solving skills
  • Experience assessing situations, responding appropriately, and providing solutions
  • Proven customer interaction, organization, and problem solving-skills
  • Ability to express technical concepts in terms that are understandable to non-technical teams
  • Focus on quality and stability
  • Familiarity with machine learning, natural language processing, or machine learning
  • Solution driven – ability to listen to concerns, assess situations and respond appropriately

Required Education and Experience:

  • Approximately 5+ years in a Software Customer Service, Project Management, or Account Management role
  • Bachelor’s Degree or higher in in Software Engineering, Computer Science, or related field
  • Proficiency with Microsoft Office
  • Experience with machine learning, data mining, or artificial intelligence
  • Familiarity with SQL, Java, Hadoop, ElasticSearch, Cloudera, etc