Senior Technical Support Engineer

Globality

London, GB
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 05/19/2021
  • Website: www.globality.com/en-us
  • Company Address: 8 Homewood Pl., Menlo Park, California 94025, US

About Globality

Globality’s vision is to unlock world-class services.

Using innovative A.I. technology built upon a constantly-expanding knowledge foundation with millions of data points, Globality ensures a level playing field so companies get the best service providers at the right price for every project. Plus, this inclusive approach leads to a decrease in time spent searching in favor of time spent doing, giving your business an immediate return on investment.

Job Description

At Globality, we’re proud to embody the core values of innovation, collaboration, and trust in both our culture and product. 

We’re creating ground-breaking technology utilizing a world-class, AI-powered Platform that revolutionizes how businesses buy and sell services. We are an open, inclusive, and diverse organization and our employees are at the heart of the great products we create.

We’ve raised over $310M an are supported by an impressive group of prominent investors, including Al Gore and SoftBank Vision Fund. Our co-founders, Joel Hyatt and Lior Delgo, are seasoned entrepreneurs who bring an extensive business-building experience to our organization. Our impressive board includes Dennis Nally (former Global Chairman of PwC), and Ron Johnson (former SVP of Apple).

We’re excited to deliver the best in both innovative technologies and customer-focused experiences to realize our mission of creating a more inclusive global economy. Come help us build something great!

 

Role Summary:

Globality is looking for a Senior Technical Support Engineer with a passion for excellence. This is a customer facing role within a very collaborative environment where you will be responsible for managing and resolving challenging issues for Globality clients and providers. The Technical Support Engineer is responsible for owning and resolving issues on a daily basis raised by customers seeking help to understand or resolve an unexpected behavior or answer technical questions about the Globality platform. This role also includes technical client on-boarding duties in partnership with the customer success team and developing subject matter expertise within the technical support department.

 

What You Will Be Doing:

  • Serve as a point of contact for customer issues and escalations and be the “voice of the customer” to inward facing teams
  • Gain both front-end and back-end expertise of the Globality platform
  • Work in a very collaborative environment, building and maintaining strong, long-lasting relationships with assigned clients and partners along with internal stake holders
  • Creating and implementing new tools and processes in the technical support department
  • Actively participate in pre-sales and client onboarding activities

 

What we are looking for:

  • 8+ years of experience with enterprise software support, preferably in a SaaS environment
  • Demonstrated ability to deliver an award-winning customer experience every day
  • Ability to work with high-value clients and providers of Fortune 500 companies
  • Excellent written and oral communication skills with the ability to clearly articulate solutions to technical problems
  • Ability to troubleshoot highly complicated product issues and the skill to separate signal from noise
  • Working knowledge of the components in a web application stack on AWS or similar infrastructure
  • Knowledge and experience in functional programming and practical experience with SQL, REST APIs, JSON, Python, and SAML based IdP’s
  • Experience in testing/supporting API-based cloud integrations
  • Excellent time management skills and attention to detail
  • “Start-up” mindset: able to deal with ambiguity and rapid change in plans and responsibilities

 

Preferred Candidates will have:

  • Experience using Salesforce.com, JavaScript, JIRA, Confluence and Postman
  • Computer Science background or equivalent
  • Experience in supporting a 24x7 support coverage model
  • Fluent in a second language, such as French, Spanish, German, or Mandarin 

 

We are an equal opportunity employer. We believe diversity makes teams better and that discrimination based on race, gender, or anything else is self-defeating. 

Keeping your data safe is important to us. Any information provided will be processed by Globality in compliance with applicable data privacy laws and regulations, including, but not limited to, the EU General Data Protection Regulation (GDPR) and the California Consumer Privacy Act of 2018 (CCPA). For any questions you may have in this regard, please contact [email protected].

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.