Technical Support Engineer

Conduktor; London; Hybrid; GBP 35,000 - 65,000; Full time

Job description

About Conduktor

Conduktor is an Enterprise Data Management (EDM) platform that specialises in streaming. We empower industry leaders to implement their Streaming Data Strategy with a comprehensive approach to data control, compliance, and security; unconstrained by their infrastructure providers. Our platform mitigates data security risks while enhancing communication, automation, and observability across data flows, enabling teams to collaborate effortlessly across the organisation.

We have hubs in London and New York, and we are looking for people who are excited by our mission and who want to share this journey with us. For us, hybrid means being in the office together on Mondays, Wednesdays, and Thursdays.

About the role

As a Technical Support Engineer, you will be the frontline of customer interactions, ensuring a seamless experience for users by troubleshooting and fixing issues, resolving inquiries, and providing expert guidance on our platform.

You will work closely with internal teams to resolve customer facing issues, identify and implement root cause fixes; and you will contribute to strategic improvements to our support tools and processes.

This role is suited for an individual contributor who thrives in a fast-paced environment and enjoys problem-solving.

What will you be doing?

1. Investigating and resolving technical issues with our product for our customers, escalating complex cases when necessary.
2. Implementing fixes for issues, working alongside product engineering where necessary.
3. Proactively identifying and implementing features across our platform to increase the ability for customers and our support engineers to effectively identify and resolve problems.
4. Identifying and communicating customer feedback to relevant internal teams, helping to shape product improvements.
5. Meeting and exceeding key performance metrics, including response times and customer satisfaction scores.
6. Collaborating with other support team members to continuously refine support processes and enhance the overall customer experience.

What experience are we looking for?

1. Proven experience in a technical support, customer success, or engineering support role.
2. Strong troubleshooting skills with the ability to diagnose and resolve complex technical issues efficiently.
3. Coding experience in JVM based languages, ideally Java or Scala.
4. Excellent communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.
5. Experience supporting cloud-based SaaS products, preferably in the data infrastructure or DevOps space.
6. Familiarity with Apache Kafka, distributed systems, or modern data streaming technologies is a plus.
7. Comfortable working in a fast-growing startup environment where adaptability and initiative are key.
8. A customer-first mindset with a passion for delivering exceptional support experiences.

Perks and Benefits

1. Stock options.
2. 25 days PTO + public holidays.
3. Top-tier private health insurance package.
4. Employee referral scheme.
5. Company-wide events and team socials.
6. Our office is dog friendly! Our resident pooches Lexi and Honey are always looking for furry colleagues to join them.

Equal Opportunity Statement

Fostering an inclusive environment is vital to us, and we want to bring people on board who share our values. We admire those who love collaborating, strive to learn, and are excited by our mission. If you are interested in this role, we would love for you to apply!

Conduktor is an Equal Opportunity Employer. All applicants are considered without regard to race, ethnicity, national origin, religion, sex, gender identity, sexual orientation, age, mental or physical disability, marital status, protected veteran, or parental status.

Learn more about our values through our careers page, and find our latest news on X and LinkedIn.