Job Description

We are looking for a Technical Support Engineer to join The National College team, to support our cloud-based SaaS professional development products. As Technical Support Engineer, you will provide a point of technical escalation with deep product knowledge and experience for the customer support team and other teams within the company, and deliver the development team the needed information to resolve any that require code changes. The ideal candidate is a natural problem solver with a strong background in technical customer support, a passion for education, and the ability to thrive in a fast-paced environment. Requirements • Proven experience at technical support engineering, technical escalation management, technical support or other similar roles • Strong technical capabilities, with the ability to diagnose and resolve issues across multiple systems • Excellent communicator at all levels and ability to work collaboratively with other teams • Structured and organised approach to ensure issues are managed to completion, prioritised effectively, and reported on to key stakeholders • Strong problem-solving and decision-making abilities, with a proactive and solutions-oriented approach. • Experience understanding data structures and database concepts • Development and coding or database experience a strong advantage • Flexible and able to work in a highly collaborative fast-paced culture Responsibilities • Technical escalation: be the key point of contact for any product issues that need technical investigation by the customer support team and the other internal teams • Issue prioritisation & resolution: Document and prioritise reported issues based on their impact to the business and severity of the issue, deeply investigate issues, resolving them directly where possible • Development support: For issues requiring code changes, create developer level tickets with all required information and proposed areas for investigation/resolution and support developers with the required information to resolve • Test support: validate fixes made, and ensure communicated to the relevant requestees and closed out, assist with the testing of new features to minimise future support issues • Issue backlog management: Review & prioritise all reported issues in the backlog alongside product, development and devops teams to ensure longer term issues are resolved • Documentation: Create and maintain internal and customer facing documentation and walkthroughs for the product and support internal teams with knowledge sharing • Reporting: Track and analyse product quality metrics, such as bugs raised, impact, and resolution time. Provide regular reports to management and identify areas for improvement and optimisation Benefits • Opportunity for home/office hybrid working, with min 2 days/week at our Sheffield office • This role is part of the technology organisation, reporting to the Quality/Test Manager • Competitive package and holiday allowance Who Are The National College The National College are a fast growing and innovative EdTech scaleup headquartered in Sheffield. We are a market-leading and multi-award-winning provider of professional development and software tools that support over 45,000 schools worldwide to ensure compliance and drive up standards. Our cutting-edge platform has revolutionised online training and now boasts the world's largest professional development library for educators! Over the last 5 years The National College has experienced rapid growth through digital innovation in the EdTech sector and launches new content products each month created through our in-house content teams and network of industry and education experts.

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