Remote, US

Customer Support Team Lead

The Opportunity

Following the tremendous success of Featurespace, our team is expanding and we are looking for enthusiastic Support Engineer Team Lead to be based Remotely in the US. This is a truly exciting role as you will need to apply your technical skills to investigating and solving challenging problems, whilst also delivering amazing service for our customers.

This role requires a strong balance of both technical and customer support skills, as you will be responsible for providing our customers with a world-class service and technical support through all communication channels and touchpoints. Act as the single point of contact for our customers, Engineers, and QA, you will be working to achieve positive and creative outcomes to all their support requests.

There are endless opportunities to bring personality to all interactions, deliver unexpected value, and show the customers what a difference a great enthusiastic support service can make!

On top of that, you will have many opportunities to deploy your skills to work on exciting internal projects in your team and across the business, whilst we will be providing support and mentoring to ensure you’re successful.

Day to Day

In your role as Customer Support Team Lead you will help us achieve our goals and deliver success on behalf of our customers by:

  • Helping customers every day to solve their technical problems by performing remote screen share sessions or working with them via phone and email to gather important details about their issue
  • You’ll also champion our products, provide our product development teams with customer feedback and help your colleagues to understand the technical concepts behind the tools

You will also be managing a team of up to 5 support engineers. Providing coaching, training, guidance and constructive feedback.

  • Support and encourage a culture of continuous improvement within the team
  • In conjunction with the other Support Team Leads ensure we have coverage of our 24x7x365 rota
  • Triage, route and resolve technical issues for our customers
  • You’ll encourage and facilitate your team members personal development and career objectives
  • Work with engineers and QA to ensure that issues are resolved, and fixes deployed in a timely fashion
  • Overseeing your teams handling of support calls, ensuring prompt acknowledgment of issues, and where necessary escalating customer issues to the Head of Customer Support
  • Manage ticket escalations to engineering to drive prioritisation and timely customer updates
  • Ensure that quality support documentation is created and maintained
  • Ensure issues are tracked appropriately in our ticket management system
  • Join our on-call engineer rota to provide out-of-hours support for critical service issues
  • Participate in recruitment processes and on boarding of new engineers
  • Be a key source of knowledge on the customer solutions, the underlying technologies, integration methods and operational best practices
  • Collaborate with the Delivery teams to support the launch of new customer deployments
  • Deputise as necessary or requested by Head of Customer Support
Apply now
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Meet Lucy, Director of Analytics at Featurespace

Check out Lucy’s blog to see what life at Featurespace is really like!

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About you

Must haves

  • You must be located to work full time in the MT / PST time zones
  • You’ll have lined managed before or are looking to take the next step in developing your management and leadership skills
  • Natural focus on providing excellent customer service and support
  • Demonstrated ability to prioritise and triage, work under pressure and think analytically
  • Ability to communicate well internally and with customers, adapting fluidly to different audiences – ranging from highly technical personnel to non-technical business owners
  • Must enjoy working in a team of like-minded and intelligent people to solve complex problems
  • Ability to adapt and stretch capabilities and skills to meet the business needs of a fast-growing technology firm
  • Demonstrable knowledge of the Linux operating system and shell scripting
  • Experience with ITSM best practice frameworks such as ITIL
  • You are a curious with a passion for learning

Great to haves

  • Experience in Linux, shell scripts, networking, security and command line tools (awk/sed/grep/vim/…)
  • Experience in one or more programming languages (Java and python preferred)
  • Familiarity with cloud hosting environments such as AWS or Azure
  • Familiarity with any of the following software, Apache storm, Kafka and or Zookeeper
  • Experience with MongoDB, Elasticsearch
  • Experience working in a technical support service covering multiple time zones/follow-the-sun model
  • Bachelor’s degree in a related field (Business / Computer Science preferred) or equivalent experience

Personal Qualities

The work is often challenging and fast paced. We are looking for someone who has the following qualities:

  • A passion to work for one of the fastest growing fraud prevention technologies in the world
  • A focus on personal achievement and responsibilities
  • Flexibility and adaptability
  • Enthusiasm

And most importantly, a small-company attitude: willingness to adapt to a variable role and a great can-do attitude.

How to apply

If you think you’re a good fit for the role above, we would love to hear from you.

Fill out the short application form, upload your CV and one of the team will get back to you.

If you have any questions or queries regarding this role, or life at Featurespace, please contact [email protected]

Featurespace Job Application Privacy Notice

Featurespace Ltd., is committed to comply with the General Data Protection Legislation and any implementing legislation (the “Data Protection Legislation”) and will process your Personal Data in accordance with the Data Protection Legislation and information security legislation. Any capitalised terms used in this Privacy Notice shall be given the same definition as in the Data Protection Legislation.

This Privacy Notice sets out the basis on which Featurespace Ltd will process Personal Data relating to job applicants.

The Data Controller is Featurespace Ltd., 140 Science Park, Milton Road, Cambridge, CB4 0GF.

Data refers to both Personal Data and Special Categories of Data. Your job application and the Personal Data held within it will be processed to assess your viability for the stated role. We may also process any information that you provide about your health, for the sole purpose of assessing whether any adjustments may need to be made to the recruitment process to accommodate you . If your application is unsuccessful, Featurespace will retain your Data for 24 months after the end of the recruitment process. Your Personal Data is processed in accordance with our legitimate interests of making sound recruitment decisions. You are under no obligation to provide us with your Personal Data. However without this, we cannot assess your job application. We will only process information about your health for the purpose of making reasonable adjustments to the recruitment process (if applicable), in accordance with our legal obligations. You have the following rights in relation to the processing of your Data: The right to be informed about how your Data is processed. You have the right to object to the processing of your Data based on our legitimate interests as outlined above. The right of access, to your Data and supplementary information relating to our use of your Data. In certain circumstances, we reserve the right to charge you for exercising this right. The right to rectification, if your Data is inaccurate or incomplete. In certain circumstances, the right to erasure, request the deletion of, or removal of, your Data. In certain circumstances, the right to restrict processing, block any further processing of your Data. We shall respond to any request made by you without delay and in any case within a month of your request. The right to complain to the Information Commissioner’s Office if you believe that your data protection/privacy rights have been breached. Your application will be submitted and stored on an application database (Greenhouse). Access to your Data on Greenhouse is limited to the relevant persons for your application- our internal recruiters, the hiring manager and interviewer(s). Your CV may be printed and shown to consulted decision makers, any physical copies will be securely and confidentially destroyed after a decision has been made on your application. Your CV is transferred to a third country, outside of the EEA, when it is processed by Greenhouse. Greenhouse meet the technical and organisational data security measures outlined in the GDPR Article 32, and are SOC2 Type II certified. We do not envisage that any decision will be taken about your application using automated means.

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