Technical Support Engineer, Deskpro

Salary not provided

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PHP

AWS

Docker

GCP

Linux

MySQL

Windows

Ubuntu

Git

Active Directory

Junior and Mid level

Austin

2-3 days a week in office (Downtown Austin)

Software that helps organisations provide better customer support

Job no longer available

Software that helps organisations provide better customer support

21-100 employees

B2BInternal toolsCustomer serviceSaaSSales

Job no longer available

Salary not provided

+ Share options

PHP

AWS

Docker

GCP

Linux

MySQL

Windows

Ubuntu

Git

Active Directory

Junior and Mid level

Austin

2-3 days a week in office (Downtown Austin)

21-100 employees

B2BInternal toolsCustomer serviceSaaSSales

Company mission

To help businesses and organisations provide better customer support across every communication channel. By gathering all customer support channels on one simple, yet flexible platform, they allow organisations to super-charge their customer support.

Job

Company

Role

Who you are

2-3 years experience in technical support (L2 or L3), preferably in product support
Strong written and verbal communication skills are required. You will interact with customers in different stages from pre-sales to potential crisis scenarios. Empathy for our customers and determination to fight in their corner is critical
Ability to learn how to support Deskpro’s technical elements (e.g installing software on servers, APIs, integrations, installers, data migration etc.)
A love for problem solving, troubleshooting issues and a strong drive to learn new technologies
Linux web hosting sysadmin experience. You should know your tools very well (e.g. curl, dig, git, traceroute, grep, ssh)
Strong familiarity with multiple Linux distributions, including Ubuntu and RHEL
Strong familiarity with the Linux CLI
Experience supporting Nginx, PHP and MySQL
Experience identifying and diagnosing issues from analysing logs, stack traces, browser development tools and HAR exports
Creative problem solving. Deskpro runs on-premise as well as in the cloud; sometimes you will be troubleshooting with incomplete information with no direct access to customer services

Desirable

Experience working with container technology (e.g. docker)
Experience with cloud platforms (e.g. AWS, GCP)
Experience with virtualization technologies (e.g. VMWare, Virtualbox, Hyper-V)
Experience with other technology our app uses (SMTP/email, Active Directory, SAML, etc)
Experience with Windows and Windows Server

What the job involves

Our Technical Support Engineers help diagnose and solve technical issues by email, phone, and chat
They work with big enterprise customers who have sysadmins of their own, all the way down to single-user accounts with not-so-technical administrators. We aim to provide fast and accurate help whenever it's needed
This is a varied customer-facing role
You'll be performing deep technical troubleshooting to help solve complex problems for our customers
Also, working closely with our Customer Support team and other Technical Support engineers, and you'll often work directly with our software engineers (e.g. reproducing issues, collecting technical information/diagnostics etc) to identify issues in our products and coordinate solutions with customers

Our take

Deskpro offers a single, easy-to-use interface for managing all customer support interactions across email, live chat, phone, and social media. This allows companies to easily interact with customers and create an efficient support experience. It automates simple, mundane, and time-intensive customer support processes - creating more engaged and productive staff. Its simplicity means extra technical knowledge or training is not required.

It has worked with market leaders across a range of sectors, from Microsoft, Panasonic, and Sony to the NHS and HMRC.

It is expanding to allow easy customer interaction on Facebook, Twitter & WhatsApp. User contributions on social media pages become actionable tickets, which companies can respond to from the helpdesk. This allows Deskpro to take advantage of the increasingly large social media presence of companies, as well as provide access to the consumer on regularly used, trusted, and convenient sites.

Freddie

Company Specialist at Welcome to the Jungle

Insights

28% female employees

23% employee growth in 12 months

Glassdoor (4.3)

Company

Funding (1 round)

Jun 2024

$25m

SERIES A

Total funding: $25m

Company benefits

Cycle to work scheme (no £1,000 limit)
Enhanced maternity & paternity leave
25 days of annual leave + bank holidays, increasing with each year of service.
We have your health covered; private health insurance with Bupa, a medical cash-back scheme with Medicash, and mental health & well-being support services
Team fun - quarterly team socials and regular events, from crystal maze experiences and cocktail making classes, to go karting and escape rooms!
Reduced Gym Membership
Free Phone SIM (unlimited calls, data etc)
Lunch at the office every Thursday
Flexible working hours

Company HQ

Wimbledon, London, UK

Leadership

Chris Padfield

(CEO)

Chris built Deskpro whilst studying PPE at Oxford, and went on to grow Deskpro into one of Europe's fastest-growing tech companies.

Christopher Nadeau

(CTO)

Chris grew up in a sleepy town in Canada and emigrated to the UK to help establish Deskpro's London HQ. They lead the software engineering side of the business.

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