Level 2/3 Technical Support Engineer

About Us

In a nutshell, we're all about making the world of wine a better place. We fund and source directly from independent winemakers to bring customers better quality wine for a better price. No thirsty middlemen as far as the eye can see.

Our global team (we have offices in the US and Australia, too) is entrepreneurial by nature, obsessive about customer experience and driven by performance. All things that make Naked a great place to grow both personally and professionally. And yes, we like wine. A lot.

It takes a village to be Naked. That's why we're always on the lookout for eager talent to join the club. And now, our Global Service Operations team is looking for a Technical Support Engineer to join the fun. So if you're keen to help us take the guesswork out of enjoying great wine (that's what we're passionate about), there's a Naked welcome pack with your name on it.

Join our Technology Support Operations team as a Technical Support Engineer (TSE) and play a key role in maintaining and improving our technical ecosystem. Working closely with our Service Operations Analysts (SOA), you will ensure smooth daily support operations, investigate and debug application issues, and develop proactive solutions to enhance system performance.

Together, we'll take Naked Wines to the next level - and share our not-so-well-kept secret with the world.

Location & Flexible Working

We know there is more to life than work and finding the right balance is important. That's why we offer flexible, hybrid working. If you need time out for the school run we can work around it. If you have regular appointments or classes that make typical 9-5 hours a challenge let us know. Our only specific ask is that you're able to spend at least 1 day per week in our Norwich office.

Requirements

What You'll Do:

1. Perform Root Cause Analysis (RCA) on problem records and ensure resolution within SLA
2. Support SOAs by providing a technical point of reference for incident investigations
3. Develop, enhance, and maintain the team's toolset including log analysis tools (OpenSearch), metric monitoring platforms (Sumo Logic, Prometheus), and alerting tools (Pingdom, AlertManager)
4. Identify and resolve technical debt within our internal codebase
5. Maintain core platforms through library upgrades and patches
6. Create and maintain documentation in Confluence, including incident runbooks and SQL data fix templates
7. Provide support during Major Incidents and operational peaks
8. Prepare, review, and execute SQL data fixes for incident resolution
9. Monitor systems using various alerting and monitoring platforms to identify potential failure points and opportunities for optimisation
10. Work with Service Management leads to identify improvement opportunities and contribute to our strategic roadmap
11. Support the successful delivery of Service Management projects by completing assigned tasks on time

What You Bring:

Experience:

1. Proficiency in programming languages such as Java, JavaScript, and Angular
2. ITIL v4 Foundation certification (or higher, if available)

Technical Knowledge:

1. Strong understanding of platforms and tools, with the ability to debug and interpret stack trace reports
2. Expertise in PostgreSQL, including efficient querying and fixing of large datasets
3. Solid experience with monitoring and alerting tools (e.g., Pingdom, OpenSearch, Prometheus)

Mindset & Skills:

1. Team-Oriented Approach - You thrive in a collaborative environment, prioritising team success over individual achievements. You work effectively across disciplines and time zones to drive results
2. Communication Excellence - You have exceptional written and verbal communication skills, with the ability to convey complex technical concepts to non-technical audiences
3. Self-Discipline & Independence - You uphold high standards of work, excelling both independently and in fast-paced, dynamic environments
4. Analytical Problem-Solving - You have a strong logical mindset, capable of navigating complex challenges, leveraging mental abstraction to break down problems, overcome obstacles, and identify creative solutions

You have:

1. Ambition (dream big): Implements the strategy providing feedback (what works and doesn't)
2. Judgement: Questions the status quo, tests hypotheses and shares outcomes
3. Discipline: Delivers on commitments, on time with quality
4. Influence (have a big impact): You are a team player who works to ensure the entire team succeeds
5. Accountability (take full responsibility): Delivers results; Recognises mistakes and quickly shares them

And finally you live by our Naked values:

1. You support all stakeholders from the Winemaker, through to the Customer. We are Naked Together
2. You embrace growth, pushing yourself out of your comfort zone to overcome obstacles
3. You always start with our customers and winemakers
4. You keep it simple and are data-led, from the wine itself to the ways of working
5. You do the right thing, holding yourself accountable with honesty and openness

Recruitment Process - Interview (remote) > Technical Task > Task Review & Final Interview

Benefits

As part of the Naked family, we want you to know we've got your back. Here are a few of the perks you'll enjoy when you join the team...

1. A competitive salary of £37-45k (based on experience)
2. 26 days holiday and bank holidays (you can buy or sell holiday too)
3. A £300 annual personal development budget - we're passionate about supporting people to follow their dreams inside or outside of Naked
4. £450 every year to treat yourself to some of our delicious wines...all in the name of research, of course
5. We want to do our bit for the community and give everyone paid leave to volunteer
6. We have Wellbeing Champions and access to mindfulness resources including the Headspace app
7. Enhanced parental leave
8. Honeymoon leave - newlyweds get an extra week of annual leave
9. We like to surprise and delight you with lovely thoughtful gifts including Naked Wine and lots more...

Equal Opportunities

At Naked Wines, we recognise the value of diversity and inclusivity in fostering a truly remarkable experience for all our winemakers and customers. Our commitment extends beyond wine to building a workforce that reflects the wide array of perspectives and experiences found across the UK. We believe that embracing diversity in our teams enables us to provide exceptional service and innovation. We are dedicated to ensuring all our employees are treated fairly and equitably at work, with a strong commitment to promoting equity in both physical and mental health for everyone. To achieve this, Naked Wines encourages applications from individuals of disadvantaged socio-economic backgrounds, disabled persons, LGBTQ+ community members, Black, Asian and Minority Ethnic backgrounds, and those with lived experiences of discrimination.

Accessibility and Adjustments

Naked Wines is committed to providing reasonable adjustments throughout our recruitment process. We strive to be as accommodating as possible to ensure all candidates can participate fully. If you have specific requirements or need adjustments at any stage of the application or interview process, please do not hesitate to get in touch. In your application, feel free to indicate your preferred pronouns (for example - she/her/hers, he/him/his, they/them/theirs, etc) to help us better address and respect your identity throughout the process.