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Product Support Engineer

18 hours, 28 minutes ago
United Kingdom
Full-time
Junior
Technical Support Engineer
Customer and Technical Support
Ansible Bash Elasticsearch Jenkins JIRA Kafka Linux MongoDB Node.js OpenSearch Python TypeScript Unix
Apply Now
Ripjar

Ripjar

Ripjar provides advanced data analytics solutions for global companies and governments to detect criminal behavior, measure campaign success, and ensure AML compliance in real time.

IT Services
51-250
Founded 2012
$42M raised
View All Jobs 6

Description

  • Provide L1 and L2 support to customer and partner organisations.
  • Investigate customer-reported issues and reproduce them in a lab environment.
  • Raise internal bug tickets and coordinate follow-up with engineering teams.
  • Build deep expertise in Ripjar Screening across different customer configurations.
  • Work with deep support engineers to provide technical advice and limit escalations to their strengths.
  • Collaborate with product, development, and QA teams to suggest process and product improvements.
  • Develop internal reports on the scale and challenge of supporting products worldwide.
  • Create and improve knowledge base articles, service portal content, and incident documentation.
  • Communicate directly with customers and internal stakeholders to reduce customer impact and strengthen relationships.
  • Support debugging from basic triage through Level 2 investigations.

Requirements

  • Ability to work midnight to 8am GMT, Sunday into Monday through Thursday.
  • Highly developed troubleshooting skills gained in Unix SaaS or on-premise software, ideally in a support role.
  • Experience working with SaaS and on-premise software solutions.
  • Experience with Python, NodeJS, TypeScript, Bash, or other scripting languages.
  • Experience using Linux, including navigating the filesystem, editing files, searching files, and installing packages.
  • Experience with MongoDB, Kafka, Elasticsearch, or OpenSearch.
  • Proven ability to solve problems directly with customers through written communication and virtual meetings.
  • Experience using an online support portal, ideally Zendesk, and internal tracking systems such as Jira.
  • Experience with deployment and configuration management tools such as Ansible and Jenkins/Rundeck.
  • Ability to work remotely, on an offset schedule, and in a fast-paced environment.

Benefits

  • Competitive base salary, dependent on experience.
  • Shift-work allowance on top of regular salary.
  • 25 days annual leave, plus birthdays off, increasing to 30 days after 5 years of service.
  • Christmas shutdown.
  • Fully remote working with a 35-hour work week and flexible working hours.
  • Private family healthcare, life assurance, pension salary sacrifice, and company pension contributions.
  • Employee Assistance Programme.
  • Enhanced maternity and paternity pay.
  • Latest tech equipment, including a top-of-the-range MacBook Pro.

Interested in this position?

Apply directly on the company website

Apply Now

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