Customer Support Engineer

About MirrorWeb 

MirrorWeb is a fast-growing, Manchester-born scale-up with headquarters in Austin, Texas. We've earned a global reputation for enabling financial firms to manage risk through cutting-edge data archiving and supervision solutions. We help organisations meet their compliance needs more efficiently than ever before. Our platform captures, monitors and stores all digital communications - whether it's emails, MS Teams conversations, iMessages, or anything else. This helps businesses comply with strict regulations and avoid costly fines like the $5 billion issued by the SEC in 2023. 

Our mission is simple: to allow firms to communicate freely and confidently with the knowledge that all messages will be monitored and flagged in real-time if noncompliant. Having recently secured significant investment from a U.S. growth equity firm, we're ready for our next phase of rapid expansion in the U.S. market and beyond. 

The Role

The Support Engineer serves as a critical technical resource with two primary responsibilities: monitoring our web crawling operations and delivering exceptional customer support through our service desk and phone coverage.

Crawl Monitoring

Our reputation depends on delivering high-fidelity, timely web crawls to our customers. The Support Engineer is responsible for:

• Active Monitoring: Continuously monitoring all active web crawls to ensure optimal performance
• Launch Management: Ensuring timely initiation of web and social media crawls according to schedule
• Quality Assurance: Maintaining and monitoring hourly checks on completed web crawls
• Issue Resolution: Intervening in problematic crawls through various methods including:
  • Adjusting crawl scope and parameters
  • Coordinating with Customer Success Management and external customers
  • Forcing crawls to completion when necessary
  • Providing customer updates via linked tickets for collaborative quality assurance
• Schedule: This responsibility is performed up to three days per week, with weekend coverage provided on a rotating schedule

Service Desk & Customer Support

Our helpdesk serves as the primary point of contact for all MirrorWeb product-related issues, supporting both internal and external customers.

Phone Support Coverage

• Availability: Monday through Friday, 8:00 AM to 5:00 PM
• Responsibilities: Handle inbound customer calls, provide real-time technical support, and escalate complex issues appropriately

Ticket Management

The Support Engineer will follow established procedures for all tickets, including:

• End-to-End Ownership: Taking full responsibility for tickets from inception through resolution
• Initial Response: Acknowledging and assigning tickets promptly upon receipt
• Effective Triage: Identifying core issues and determining appropriate resolution paths
• Strategic Escalation: Promptly escalating to relevant teams when needed:
  • Second-line support specialists
  • Other MirrorWeb technical teams
• Customer Communication:
  • Keeping customers informed throughout the resolution process
  • Responding promptly to customer questions and updates
  • Providing regular status updates within agreed timeframes
• Proactive Management:
  • Monitoring open ticket queues
  • Following up with other teams for updates when required
  • Ensuring Service Level Agreements for first response and updates are consistently met
• Direct Resolution: Resolving tickets that fall within the engineer's technical expertise

Technical Skills & Requirements

Required Technical Competencies

• AWS Services: Proficiency with S3 and EC2, with opportunity for continued learning
• Linux Administration: Ability to:
  • Connect to and navigate server environments
  • Manage file systems and disk space
  • Monitor server performance metrics
  • Handle swap management
  • Respond effectively to server issues
• SQL Database Skills: Competency with SELECT queries and database lookups, with scope for advancement

Preferred Additional Skills

• Basic knowledge of Bash scripting
• Familiarity with JavaScript
• Python programming experience

Weekend & Bank Holiday Coverage

MirrorWeb maintains contractual obligations to perform web crawls 365 days per year, requiring out-of-hours coverage with appropriate compensation.

Rotation Schedule

Coverage frequency depends on the number of engineers participating in the rotation system.

Weekend/Holiday Responsibilities

• Monitoring: Review automated monitoring reports and implement necessary remediation
• Intervention: Perform required crawl interventions and adjustments
• Issue Management: Flag complex issues for review during regular business hours via the support desk
• Documentation: Record time spent and activities performed on associated tracking tickets

Working Environment

This role combines technical expertise with customer service excellence, requiring both independent problem-solving abilities and collaborative communication skills. The position offers opportunities for professional growth in cloud technologies, automation, and customer relationship management.

What’s on Offer:

• Private Health Care & Cash Plan
• Life Assurance - Financial peace of mind for you and your loved ones. 
• Salary Sacrifice Pension 
• 25 days annual leave, plus a day off on your birthday and paid sick leave so you can recharge and celebrate. 
• Enhanced Family Leave - Extra support for life’s most important moments. 
• Flexible Lifestyle Benefits - £100 monthly Juno allowance to spend on health, wellness, learning, or whatever matters most to you. 
• Equity Appreciation Rights (EAR) - Share in our success with an opportunity to benefit from the company’s growth through our equity incentive program.