Support engineer - united kingdom, sheffield, south yorkshire

airship has an exciting opportunity for a support engineer to join their team.

location: remote (uk) + park hill, she eld (5 mins walk from the train station)

salary: £21k - 23k depending on experience

job type: full-time

about us:

we build saas (software as a service) products for the hospitality industry, serving some of the most exciting brands in the industry - think revolution, byron, the alchemist, leon, turtle bay, franco manca, zizzis and many more.

we’re looking for a support engineer to join our customer success team to help our customers with technical support, advice and troubleshooting.

support engineer – the role:

as a support engineer, you’ll be right in the middle of the action: part-troubleshooter, part-analyst and part engineer, you’ll have the opportunity to deploy all of your diverse skill-sets and interests, ultimately helping our customers to succeed with our products.

during onboarding, you’ll partner with our customer success managers to assist with the technical aspects of account set-up.

once customers are onboarded, you’ll then be on-hand to reactively troubleshoot and resolve technical challenges where our customer success managers ask for help. you’ll also proactively keep an eye on some tech-focussed customer health checks to spot potential problems with our customers’ product implementations before they do.

support engineer – you:

you’ll become intimately familiar with our apis and provide hands-on assistance to our data partners who will be looking for technical help with their integrations. you’re also going to become very good at writing sql queries to query databases!

you’ll be able to speak “two languages”, as you will need to act as a liaison between our customers, our customer success managers and our engineering team. you’ll be able to communicate in engineering jargon and non-technical language, and also be able to translate between the two.

- you’ll probably already be playing around with apis or “no-code” tools, hopefully also dabbling in some programming

- by having the ability to write basic sql, be comfortable on the command line or query an api, you’ll be empowered to quickly qualify potential problems, analyse how our products are being used or get an idea of how something works or could work, without having to rely on nding a developer/engineer with time to help you

- you’ll likely have an inexplicable need to understand how and why things work the way they do

- you’ll love problem solving, logically and methodically

- your written and communication skills will be rst class, and you’ll excel at explaining technical concepts in a simple manner

- you’ll be acutely aware of customer experience and be able to empathise with the people you’re helping to solve problems for

- you’ll excel at managing multiple threads of work

- you’re independent and comfortable sometimes working with ambiguity

- you’ll have an inquisitive mind, and are willing to dig into data to spot trends or issues

- you’ll have experience working within the hospitality industry (desired but not essential)

support engineer – training:

- you’ll have time and hands-on training with our all of our products

- you’ll be trained on use of our apis, with practical projects to help you learn

- you’ll be immersed in both the customer success and engineering teams

support engineer – benefits:

- holidays: 28 days holiday + an extra day holiday for each year worked with us

- 10% time: 10% of your time to learn something new

- health insurance: full private health insurance provided

- cycle-to-work scheme: plus secure bike storage at our o ce, if you’re local!

- dog friendly: if you’ve got one, it's welcome at the o ce

to submit your cv for this exciting opportunity for a support engineer opportunity, please click ‘apply’ now!

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