Technical Support Engineer at Marlee – London, England

Fast-track your career with the Marlee Talent Pool. We're not just matching you with your ideal roles but unlocking your long-term career potential. Marlee goes above and beyond by identifying key strengths for your CV, helping you discover a career direction you might not have considered where you can truly thrive, and guiding you to develop those essential soft human skills that close gaps in your resume.

Marlee's innovative approach then places you in teams where you'll flourish. Using cutting-edge motivational science, we connect you with roles in teams and within organizations that make your heart sing and help our partners build their dream teams.

Our partner's mission is to establish new coding standards that transform how software is created. They do this by providing a leading agile learning platform that delivers effective secure coding solutions for developers to learn, apply, and retain software security principles.

The Technical Support Engineer role combines technical expertise with customer engagement. You'll handle complex technical challenges while helping support colleagues with difficult issues that require additional expertise.

You'll connect with customers worldwide, communicating technical information clearly, engaging in thoughtful technical discussions, and helping them maximize their use of the platform. Additionally, you'll collaborate with internal teams (Sales, Marketing, etc.) to address technical challenges, identify bugs and improvements, and share insights with the appropriate teams (Product and Engineering).

What You Will Do:

• Diagnose and troubleshoot technical issues, assisting T1 and T2 support agents with escalated tickets
• Fix content-related bugs
• Meet SLAs and customer service standards by coordinating with other technical teams to resolve tickets according to timelines and priorities
• Maintain clear communication that keeps all relevant teams informed of problem-solving progress
• Identify platform bugs and improvements, communicating them to the appropriate teams
• Enhance knowledge base documentation with support issue solutions

What You Will Bring:

• 1+ years of relevant experience in technical support
• Demonstrable programming knowledge
• Experience with software security (advantage but not essential)
• Strong analytical, troubleshooting, and problem-solving abilities
• Collaborative mindset and strong work ethic