Job Description

We are looking for a talented and experienced Technical Support Lead to join our growing team.

We develop and maintain complex B2B/B2E applications, content management and delivery platforms for a small number of clients with high expectations, using a combination of AWS services and managed WordPress implementations.

Our helpdesk currently handles low volumes of high value tickets, each one of which represents an opportunity to improve our relationship with our customers.

We are looking for a precise and empathetic communicator who will collaborate with clients and colleagues to diagnose and prioritise support issues. Those issues need to be managed through their lifecycle to resolution.

The successful candidate needs to be comfortable communicating with internal and external technical teams. They will also need to work with the less technically focussed stakeholders who own the products that we build and maintain.

We offer the opportunity to work within an experienced, skilled, and friendly team, priding ourselves on the quality of our work. If our mission excites you and you can contribute to our culture, direction, and growth, we want to hear from you.

This is a permanent / full-time role working remotely and is for UK/Europe candidates only.

Responsibilities

We’d expect you to take on the following responsibilities in your role:

• Work with the Head of Systems and Support team to provide day-to-day support and deliver proactive security and compliance of hosting infrastructure
• Monitor support channels during UK office hours
• First-line assessment of issues and management through to resolution
• Communicating with customers
• Maintenance of monitoring compliance and SLA reporting
• Implementing new, and maintaining existing, infrastructure
• Attending internal and external meetings (remote)
• Support with systems administration duties
• Documentation of support processes and procedures

Requirements & Skills

The right person is likely to have these skills:

• +3 years of experience in first/second-line Technical Support
• Full understanding of web technologies such DNS, HTTP/HTTPS, SSL
• Experience in managing AWS/Azure cloud services including EC2, RDS, SES/SNS, API Gateway, SQS and more
• LAMP stack web/application hosting and maintenance
• DevOps and Continuous Integration setup and delivery
• Data analysis – working with tabular data (.csv/xls) & structured data (JSON/XML), SQL and/or NoSQL databases
• Messaging – Email/SMS/in app notification technologies
• Well organised and an excellent communicator
• Excellent attention to detail
• Good time-management skills
• Ownership and pride in your performance and the company’s success

Attributes

The right person is likely to have all these attributes:

• Excellent written communication skills – almost all our support interaction with customers is written. Accuracy and attention to detail are key
• Technical knowledge – pertaining to several of the technologies and platforms mentioned above
• Strong numeracy and analytical skills – we work with a lot of data, and you’ll be comfortable with spreadsheets and some basic database concepts
• Study skills – there is a lot to learn about what we do and the technologies that we use to do it. You need to be able to acquire and synthesize knowledge effectively
• Punctuality and reliability – we are remote-first, but we expect you to be where you said you would be when you said you would be there
• Organisational skills – we have a lot going on most of the time, you’ll need to keep up

About Filter

We provide strategic and development expertise across web and mobile for mid-market and enterprise businesses. Providing board-level expertise and experience, we enable businesses to realise their digital vision using our unique reset, launch and innovate offering.

With extensive experience in providing platforms to businesses with high consumer demand we have proven excellence in implementing WordPress at scale.

From start-up projects to full digital transformation, and incorporating solutions such as Headless WordPress, native Gutenberg blocks, React Native apps and Ionic PWAs, you name it we’ve done it.

Benefits

We are offering the following benefits for this position:

• A friendly, supportive, and family-friendly working environment
• 27 holiday days per year + Bank Holidays
• Flexible working hours and arrangements
• UK-based remote-first working (and remote working allowances)
• Provision of high standard equipment
• A range of other benefits once you get started
• Stakeholder pension

How You Fit In

Your self-starting attitude and mentality will shine through and in return, you’ll be rewarded with progression, benefits, and a competitive salary, as well as being part of a company that takes pride in how it takes care of its people.

For us, your overall fit for the team can be as important as your experience. We want people that bring the right character and positivity to the company, and that can stay with us as we grow.

Culture

We’re a family-orientated business, and value a working environment that helps us to spend time out of work. That means we typically work standard hours and don’t expect you to work weekends. We meet on a virtual basis every Monday morning at 9am (this is non-negotiable) so that we can check in on how everyone is doing and what we’re up to.

We reward our team as often as we can – and are friendly, fun, and non-judgemental. There is no ‘office politics’ and our hierarchy is as flat as we can make it.

How to Apply

Send us an email with a CV to [email protected] or link to your profile and tell us why you think you’d be a good fit.

Let us know your salary expectations and any notice period you might have at a current employer, and if you want to get ahead of the game, tell us what Paul’s favourite band is….