Product Support Engineer

As a Product Support Engineer at Ripjar, you will have a good understanding of Ripjar's Screening software to include operation, management, and analysis, and over time will have a breadth of knowledge that many other engineers will not have. While this is mostly learned on the job, you must have the skills on which to build this knowledge. You will be responsible for investigating issues encountered by our customers in our software and will work closely with these customers, other product support engineers, our software engineers and our partners to reproduce the issues in our own environment. You will be an ambassador of our product in the APAC region, representing Ripjar in complex situations where your patience, persistence, positivity and problem-solving skills will be your signature.

Please note this role will be a permanent position working the hours of midnight to 8am UK time to help us provide follow-the-sun support to our global customers. On top of your regular salary, you will receive a shift-work allowance.

What you'll be doing:

• Provide L1 & L2 support to customer and partner organisations, working with the customer to understand the issue, assisting in the reproduction of the issue in a lab environment, and raising internal bug tickets.
• Build expertise in the use of Screening across many different customer configurations, keeping abreast of the issues most important to them.
• Work closely with our deep support engineers to provide technical advice to ensure the time they spend on a ticket is limited to their strengths.
• Work closely with our internal product, development and QA teams to suggest improvements to our processes which in turn improve the quality of our deliverables. This may include recommendations for in-app documentation or UI-based hints, suggestions for added tests that could be performed, or sharing knowledge of how a customer is using our product.
• Develop internal reports to help the company understand the scale and challenge of supporting our products around the world.
• Provide knowledge transfer and documentation improvements related to Support Incidents via our Knowledge Bases, service management portal, and directly to your immediate support team.
• The knowledge gained from the understanding of the development process of software is vital to your ability to debug issues from basic triage through to Level 2 investigations. Your goal is to alleviate pressure on the customer first, but to try to avoid impacting engineering plans as well.
• You will make every effort to improve our relationship with our customers, with direct access to our customer community as well as our internal stakeholders.
• Your goal is to make the customers based in your region our biggest fans by being responsive to their concerns.

• Ability to work the hours of midnight to 8am GMT Sunday (into Monday) through Thursday. This will cover the working hours of the customer region.
• You will have highly developed troubleshooting skills that you have gained whilst working on Unix Saas or on-premise software, ideally in a support role.
• Experience working with SaaS and on-premise software solutions.
• Experience with Python, NodeJS, TypeScript, Bash or other scripting languages.
• Experience of working with the Linux Operating System (navigating the filesystem, editing files, searching in files, installing packages).
• Experience with MongoDB, Kafka, Elasticsearch or OpenSearch.
• Proven experience and positive attitude toward problem solving directly with customers through written communication and in virtual meetings.
• Experience with an online support portal, ideally Zendesk, and familiarisation with internal tracking systems such as Jira.
• Experience with deployment and configuration management tools such as Ansible and Jenkins/Rundeck on either on-premise or SaaS environments.
• Experience working in a fast-pace, context-switching environment.
• Ability to work remotely, and on an offset schedule from most of the rest of the company.

• Competitive base salary DOE
• 25 days annual leave + birthdays off, rising to 30 days after 5 years of service & Christmas shutdown.
• Fully remote working
• 35 hour working week
• Flexible working hours.
• Private Family Healthcare
• Life Assurance
• Pension salary sacrifice
• Employee Assistance Programme
• Company contributions to your pension
• Enhanced maternity/paternity pay
• The latest tech including a top of the range MacBook Pro
• There is a well-stocked pantry with food, snacks and drinks when in the office