Support Engineer UK - Remote £28000-£38000

PlayerData; United Kingdom; Remote; GBP 30,000 - 50,000

Job description

We're looking for a motivated and technically capable Support Engineer to join our growing team. This role is ideal for someone who has a strong foundation in systems, networks, and cloud technologies and is eager to apply their skills in a dynamic environment. As a Support Engineer, you'll play a key role in owning and troubleshooting technical issues, ensuring smooth system operations, and providing exceptional support to both internal teams and customers. You'll have the opportunity to work closely with our Engineering and Support teams, gaining hands-on experience with cutting-edge technologies while developing problem-solving and communication skills.

The Ideal Candidate

1. Strong proficiency in Python.
2. Background in Linear Algebra, Statistics and Calculus.
3. Knowledge in SQL, experience with Cloud Services.
4. Familiarity with data visualisation tools.
5. Deep understanding of sports, particularly football.
6. Problem-solving skills, able to derive actionable insights from complex GPS data.
7. Excellent communication skills for collaborative work and information delivery.
8. Capable of quickly processing and presenting data to various internal and external stakeholders.

What Success Looks Like in the Role

1. You confidently own and resolve day-to-day technical support issues with minimal supervision.
2. Customer incidents are handled efficiently, with clear communication and proper follow-up.
3. You actively contribute to improving documentation, reporting and processes.
4. You build strong cross-team relationships and collaborate effectively with Support and Engineering.
5. Your work leads to measurable improvements in response time, and overall user satisfaction.

Day to Day Responsibilities

1. Troubleshooting technical tickets and providing problem resolution.
2. Reassign or escalate advanced enquiries to appropriate team with clear guidance when more support is required.
3. Respond to customers across all support channels, and provide appropriate and effective assistance.
4. Develop and maintain a strong and communicable understanding of existing PlayerData products and features, as well as any new ones when they are introduced.
5. Work closely with the other team members, taking ownership of technical tickets, communications and handovers.
6. Improve and maintain support information quality within our service platform and other relevant tools.
7. Follow up on open tickets to ensure an effective resolution.
8. Maintain a relationship and communicate customer feedback to any relevant internal teams.
9. Be an internal product guru, staying on top of all new features and releases and be able to provide internal support as well as customer-facing support.

Additional Qualifications

1. Familiarity with programming or scripting languages.
2. Demonstrable experience in technical support roles.
3. Technical troubleshooting and problem solving experience.
4. Understanding of the applications of sports tech within a competitive team environment.
5. Able to provide technical communication in a way that is understandable to all.
6. Proactive, adaptable and able to work with initiative.
7. Organised with a high level of attention to detail.
8. Experience with HubSpot (or similar CRM) preferred.
9. Experience of working within a start-up or fast-paced environment.
10. Beneficial to have an understanding of soccer.

Benefits

1. Private Health Insurance.
2. 33 days holidays and 5 days paid sick leave.
3. 6-monthly performance and salary reviews.
4. Mental health and wellbeing support through Perkbox.
5. Perks at work discounts on major brands.
6. Options for remote, hybrid and flexible working.
7. A Macbook and home-working budget.
8. Cake on your Birthday.

How to Apply

Does this role sound like a good fit? To apply for the role click through use this link - HERE. Please note you must be eligible to work in and a resident of the UK to apply for this position.

About Us

PlayerData is a fast-paced, forward-thinking sports technology start-up based in Edinburgh. Our mission is to revolutionise the way athletes train and bridge the gap between amateur and professional. We are the leaders in data analytics for grassroots and amateur sports, enabling athletes at every stage of their game to access their performance data. With our GPS-led technology and a built-in-house app we are able to provide an all-round service to teams and individuals in football, rugby, hockey, gaelic football and more.

We have a growing team of talent spread across the country. Most of our roles are remote by default but we have office space available where we encourage people to join us for hot desking, brainstorming, team meetings and, of course, a cup of coffee.

But where are we on our journey? Having begun selling early in the lockdown years, we now have over 50,000 athletes using our technology from over 1500 clubs and numerous individual athletes across the UK, USA and Europe. Most of these athletes joined us in just the last 12 months. With a record growth year in 2024 we’re gearing up for an exponential expansion into the US market. This is why we need ambitious and passionate people in our team. We are going to revolutionise the sporting industry and we need the right people to help us do it.

Workplace & Diversity

At PlayerData, we’re an equal opportunities employer and we believe in no judgement when it comes to anything that makes you who you are - gender, race, sexuality or religion. If you need any additional support for the interview, just let us know so we can make arrangements for you.