WealthOS is a cloud-native, core wealth management SaaS platform that is revolutionising the wealth management industry for clients in the UK, US, and Europe. We're on the lookout for an experienced Support Engineer to join our dedicated Support Engineering Team
Incident and Problem Management: Take ownership of technical issues from our clients. Triage, investigate, and resolve incidents according to ITIL best practices. Track issues from initial report to final resolution, ensuring clear communication and timely updates.
Proactively Monitor and Resolve Issues: Utilise monitoring and analytics tools (e.g., Datadog, Splunk, New Relic) to proactively identify, investigate, and resolve performance bottlenecks, errors, and potential system issues before they impact customers. Perform Deep Technical
Troubleshooting: Conduct in-depth analysis of issues by examining application and system logs, analysing files to identify root causes.
Act as a Bridge to Engineering: Collaborate closely with development and platform teams by reporting well-documented bugs, participating in root cause analysis for recurring problems, and providing valuable feedback on cloud security and the CI/CD pipeline. Enhance Service
Delivery and Knowledge: Contribute to the continuous improvement of our support function by creating and maintaining technical documentation, run-books, and internal knowledge base articles that empower the entire team and improve resolution times.
Deliver Outstanding Customer Support: Communicate with empathy and professionalism to build positive relationships with our clients, ensuring they feel supported and confident in our platform and our service.
.png)
