3rd Line Technical Support

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We’re looking for a 3rd line technical support to be the person with the most in depth technical product knowledge outside the engineering team. You will be the highest point of escalation for all technical support questions from customers and partners. We are looking for someone who acts as the main communication point between the Elucidat support team and engineering team. If this sounds like you, then this could be your next exciting career step!

Elucidat is officially one of the UK’s Best Workplaces - we ranked in the top 25 of small businesses and the best in Brighton in 2020. This is a great opportunity to join a passionate, smart and fun team. You’ll be supporting us at an exciting stage of growth following our first round of investment last year.

What we do

We’re a SaaS business with a vision to help build more successful, more ethical businesses through people-centered training. Our platform helps big employers drive down the cost of business-critical training. We make elearning easy to produce - super fast. We work with some of the worlds most successful organizations, including Oxfam, Tesco and DECIEM.

Our Culture

We put people first. We know that life is about more than work, so we give you space and support to thrive professionally and personally. Our success is fuelled by the positive attitudes and exceptional talent of our team, who live by our Learn, Care, Share values every day.

Requirements

Key responsibilities

  • Documentation
    • Ensure all expected behaviours of the following areas of the Elucidat platform are captured and exhaustively documented in the support pages
      • API
      • xAPI
      • SCORM integration
      • SSO
    • Make sure documentation is updated when any of above systems change, by working closely with product teams
    • Proactively communicate upcoming changes to internal stakeholders, and customers and partners using automated tools (API, xAPI, SSO)
  • 3rd line support for customers, partners and internal teams
    • Be the point of escalation for all support issues when they are unable to be answered by first line and second line support roles
    • Provide support for the following areas of the Elucidat platform by being the person with the highest level of knowledge
      • API
      • xAPI
      • SCORM
      • SSO
    • Log new support tickets to manage queries from customers
  • Developer support
    • Ensure integration examples are up to date and working
    • Working with QA and DevOps team - ensure that we have the right automated tests in place to ensure that our APIs continue to function to a high standard - in the way expected by our customers
  • Customer and partner communication of updates

Measure of success

  • Documentation
    • Documentation for the following areas is well written in plain English, error free, fully understandable and 100% up to date, including change logs
  • 3rd line support for customers, partners and internal teams
    • All customers, partners and internal teams receive top notch 3rd line support in line with customer and partner Service Level Agreements (SLAs)
  • Developer support
    • All customers and partner developers receive top notch 3rd line support in line with customer and partner Service Level Agreements (SLAs)
    • All code examples are fully working, well written and 100% up to date
  • Customer and partner communication of updates
  • All customers and partners all fully aware of updates taking place to the following features and are provided the correct amount of notice to make any changes they need to make
    • API
    • xAPI
    • SSO

The ideal person

Proven technical support experience and excellence in:

  • Communication - excellent written and verbal communication skills, able to articulate ideas clearly and sensitively
  • Fastidious about documentation - makes sure everything is described accurately and clearly and 100% up to date
  • Complex issues - Ability to understand complex issues quickly and describe them to others in a clear and concise way
  • Works at fast pace and willingness to help - Enjoys reacting quickly to enable resolutions to be found
  • Excellent relationship with developers (in the company and at our partners) - to build trust and enable customer developers to achieve their goals quickly and easily
  • Code skills - ability to read and understand code, specifically javascript (PHP a bonus), experience of automated testing a bonu

Benefits

  • Our company values are 'Learn, Care, Share' which we apply to all aspects of our work, from our flexible working opportunities, to our friendly, supportive culture.
  • Flexible working and a healthy work/life balance - opportunities to help you juggle other commitments, e.g. childcare
  • Central Brighton office, great location, handy for transport links
  • Competitive salary, 25 days holiday (increasing to 30)
  • Opportunities to grow - from our excellent onboarding process through career plans to help you progress
  • Dedicated learning time - learning is one of our core values so we ensure this is nurtured within the company too, by offering you 1 day of dedicated learning time every month.
  • Happier weekdays - A meeting-light culture and opportunities to get to know team members better through things like weekly ‘donuts’, monthly socials, and events. Free refreshments as well!
  • Happier weeknights - We organise socials every month and bringing together everyone in the business including all remote workers at least once every 6 months to do team building exercises and to share ideas over dinner.
  • Giving back - There are opportunities for staff to give back to non-profit activities or charities that support the wider community. We also provide discounts to our software to charities such as Oxfam and Unicef.
  • Everyone has a voice - We are building a culture where everyone is respected and has a voice in the day to day running of the company - a workplace where everyone is valued for the contributions they make. Our quarterly objectives (OKRs) are set by the entire team and we use the latest technologies to collect regular feedback anonymously through polling and pulse checks. We continually celebrate individual and collective achievements.

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