Lead Application Support Engineer (Customer-facing)

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

The Company 

Atheneum is a global platform revolutionising market research & knowledge sharing across the business community. We aim to accelerate our clients’ decision-making by connecting them to the world’s top professionals and industry leaders. As a one-stop shop for primary research, we deliver qualitative and quantitative insights worldwide and across industries at speed. 

Founded in 2010, Atheneum currently employs 500+ professionals in 10 global offices and is rapidly growing as one of the world’s leading global B2B research platforms for consulting companies, investment firms and international corporations. 

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!

Requirements

In this role, you will (Key Responsibilities)