Broker Support Technician
Ardonagh Specialty
Product Support Engineer
Mekari
full-time
Posted on:
Location Type: Hybrid
Location: London • 🇬🇧 United Kingdom
Visit company websiteSalary
💰 £56,500 - £69,000 per year
Job Level
Mid-LevelSenior
Tech Stack
SQLTypeScript
About the role
- Hybrid role in UK team blending Product Support and Support Engineering responsibilities
- Provide hands-on support to customers via Zendesk tickets
- Work within the application and on backend integrations to identify and resolve customer issues
- Provide clear, empathetic communication and explain complex technical concepts at the appropriate level
- Investigate and resolve complex customer issues by troubleshooting the codebase, identifying root causes, and implementing fixes or workarounds via code change or no-code tools like Retool
- Submit production-grade code changes for bug fixing or small customization features
- Own Tier-2 escalations end-to-end and act as the primary technical point of contact
- Create and maintain technical documentation including tutorials, troubleshooting guides, and knowledge articles
- Lead detailed technical investigations and establish best practices for technical support delivery
- Advocate for Pave's product value and collaborate with Account Management, Engineering, and Customer Success Engineering teams
Requirements
- Multifaceted technical background with experience in both coding/bug fixes and direct customer interaction
- Natural leadership qualities with a track record of increasing responsibility and passion for helping others succeed
- Excellent problem-solving skills with resourcefulness to tackle complex technical challenges
- Superior written and verbal communication skills with ability to explain technical concepts clearly
- Strong collaborative mindset and confidence working with multiple internal and external stakeholders
- Empathetic approach that prioritizes understanding customer needs
- Solutions-oriented mindset
- Intellectual curiosity and eagerness to learn new technologies
- Working knowledge of API troubleshooting, SQL queries, TypeScript code, and basic scripting
- Experience with stack traces, log files, and technical debugging methodologies
- 4-8+ years of proven experience in a customer-focused role involving coding and technical knowledge of SaaS products
- Bachelor's degree in a technical field or equivalent hands-on experience
Benefits
- Equity
- Top-notch medical, dental, and vision coverage for you and your family
- Unlimited PTO policy
- Ability to work from anywhere in the world for a month
- Lunch & dinner stipends and fully stocked kitchens
- Quarterly education stipend
- Robust parental leave
- Commuter stipend
- Region-specific benefits
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
API troubleshootingSQL queriesTypeScriptscriptingbug fixingtechnical debuggingcode changeno-code toolsproduction-grade codebackend integrations
Soft skills
leadershipproblem-solvingcommunicationcollaborationempathysolutions-orientedintellectual curiosityresourcefulnesscustomer focustechnical investigation