Senior Customer Service Coordinator - Engineering Support Job at Coates (Edinburgh)

Senior Production Engineer - Application Support Lead - Futures Engineering

Senior Application Support Lead to oversee the support operations for our enterp...

Location

United States , Chicago

Salary:

155000.00 - 185000.00 USD / Year

Clear Street

Expiration Date

Until further notice

Requirements

5–8 years of experience in application support
At least 2 years in a leadership or senior technical role, ideally in financial services or fintech
Knowledge of Java and ReactJS, with experience debugging and analyzing application logs
Hands-on experience with Kubernetes and Docker for deployment troubleshooting
Familiarity with monitoring tools (e.g., Datadog) and services such as Pager Duty
Experience with ticketing systems (e.g., Jira)
Deep understanding of cleared derivatives, futures, or back-office operations in financial markets
Proven ability to lead and motivate a support team
Strong decision-making and problem-solving skills in high-pressure environments
Excellent communication and interpersonal skills

Job Responsibility

Provide advanced troubleshooting for complex application issues, including Java/ReactJS code-level analysis, database queries, and Kubernetes/Docker environment diagnostics
Manage a team of application support analysts, providing mentorship, training, and performance evaluations
Oversee the triage, prioritization, and resolution of support tickets, ensuring SLAs are met
Lead complex configuration tasks, such as system integrations, and custom module deployments
Act as the primary point of escalation for major incidents, coordinating with infrastructure, development, and client teams
Develop and implement support processes, including automated monitoring, knowledge base enhancements, and proactive issue detection
Liaise with clients, product managers, and senior leadership to provide updates on support metrics, system performance, and improvement initiatives
Utilize advanced monitoring tools to proactively identify performance bottlenecks and coordinate with DevOps to optimize Kubernetes/Docker deployments
Create and maintain comprehensive technical documentation and deliver training to support staff and end-users
Contribute to the roadmap for support operations, aligning with business goals and client needs

What we offer

Competitive compensation packages
Company equity
401k matching
Gender neutral parental leave
Full medical, dental and vision insurance
Lunch stipends
Fully stocked kitchens
Happy hours

Fulltime

Senior Technical Support Engineer

As a Senior Technical Support Engineer at Arrcus, you will leverage advanced tec...

Location

India , Bangalore

Salary:

Not provided

Arrcus

Expiration Date

Until further notice

Requirements

Bachelor’s or Master’s degree in Computer Science, Electrical Engineering, or related field
Minimum 5+ years in Technical Support or TAC roles supporting large-scale IP networks
Strong problem-solving and troubleshooting skills
adept at handling complex network scenarios
In-depth knowledge of routing and switching protocols and technologies: TCP/IP, BGP, OSPF, ISIS, MPLS (L2 & L3 VPN), VXLAN, EVPN, SRv6, Segment Routing
NetOps experience with tools such as Ansible, Vagrant
Excellent written and verbal communication skills
Outstanding customer management and service orientation

Job Responsibility

Troubleshoot and resolve complex hardware and software issues in customer production networks
Replicate customer network problems in a lab environment for in-depth analysis
Provide technical guidance to customers during network deployment, operation, and incident handling
Manage mission-critical customer issues, act as a liaison between customers and internal engineering/escalation teams
Advocate for customers to ensure timely problem resolution, including detailed issue documentation and escalation
Document and reproduce customer-reported issues, coordinate with engineering fixes as necessary
Develop technical specializations and contribute white papers, KBs, and documentation as needed
Participate in cross-functional projects such as new product launches, support readiness, and process/tool improvements

What we offer

Competitive compensation packages including equity
Medical Insurance
Parental Leave

Fulltime

Senior System Support Engineer – High Performance Computing

The HPC Senior System Support Engineer provides highly visible on-site technical...

Location

Australia , Canberra

Salary:

Not provided

Hewlett Packard Enterprise

Expiration Date

Until further notice

Requirements

A minimum TSPV Government Security clearance is mandatory for the role
Expertise in Linux/Unix operating systems, parallel file systems (e.g., Lustre, GPFS) and networking technologies is essential
Proficient in programming and scripting languages such as Python and C++
Ability to develop solutions that enhance the availability, performance, maintainability and agility of HPC solutions
Has contributed to the design and application of new tools
Possesses an understanding, at a detailed level, of architectural dependencies of technologies in use in the customer's IT environment
Frequently uses product and application knowledge along with internals or architectural knowledge to develop solutions
Able to communicate with internal and external senior management confidently and demonstrate the professionalism
Ability to work in a multi- technology environment with the ability to diagnose complex technical problems to their root cause
In addition to troubleshooting skills and consulting skills, has ability to summarise prognosis and impact at practice lead level

Job Responsibility

Responsible for verifying and implementing the detailed technical design solution to the problem as identified by the Project/Technical Manager
Provides detailed technical design, analyses and develops enterprise solutions
Regularly leads technical assessment and delivery solutions to the customer
Coordinates implementation of new installations, designs, and migrations for HPC solutions
Provides advanced technical consulting and advice to others on proposal efforts, solution design, system management, tuning and modification of solutions
Provides input to the company strategy moving forward
Collects and determines data from appropriate sources to assist in determining customer needs and requirements
Responds to requests for technical information from customers
Engages in technical problem solving across multiple technologies
often needs to develop new methods to apply to the situation

What we offer

Health & Wellbeing
Personal & Professional Development
Unconditional Inclusion

Fulltime

Senior Manager, Enterprise & Strategic Support

As the Senior Manager, Enterprise Support, you will own the support experience f...

Location

United States , Denver; Nashville

Salary:

132000.00 - 182000.00 USD / Year

Checkr

Expiration Date

Until further notice

Requirements

5+ years of experience in customer support leadership roles
At least 3 years focused on enterprise B2B customers
Direct management experience leading teams of 10-20+ support professionals in high-growth environments
Deep understanding of enterprise customer expectations, complex multi-stakeholder environments, and premium support models
Proven track record of successfully managing high-stakes customer escalations and executive-level communications
Enterprise B2B SaaS experience with complex, technical products (Required)
Experience in HR tech, compliance, or background screening industries (Preferred)
Strong ability to influence and partner with Sales, Customer Success, Product, and Engineering teams
Data-driven approach to decision making with expertise in support metrics, SLA management, and quality assurance
Experience building support processes, playbooks, and systems that scale with growth

Job Responsibility

Own and optimize the enterprise support experience, ensuring rapid response times, high-quality resolutions, and proactive engagement with our largest customers
Serve as the primary point of contact for complex enterprise escalations, coordinating cross-functional resources and driving issues to resolution with appropriate urgency and communication
Build, coach, and develop a high-performing team of enterprise support specialists who serve as trusted advisors to strategic accounts
Design and implement differentiated support offerings for enterprise customers, including dedicated support models, enhanced SLAs, and white-glove service programs
Collaborate closely with Customer Success, Account Management, Sales, Product, and Engineering teams to ensure seamless enterprise customer experiences and advocate for customer needs
Systematically capture and analyze enterprise customer feedback, translating insights into actionable improvements and product requirements
Establish and monitor enterprise support KPIs (CSAT, SLA adherence, escalation resolution time, etc.), drive continuous improvement, and report on team performance
Develop enterprise support playbooks, escalation protocols, and knowledge management systems that enable consistent, high-quality service delivery
Partner with the Director to implement AI-powered tools that enhance enterprise support efficiency while maintaining the high-touch, personalized service our enterprise customers expect
Drive support initiatives that directly impact enterprise NRR (Net Revenue Retention) and reduce churn through exceptional service delivery

What we offer

A fast-paced and collaborative environment
Learning and development allowance
Competitive compensation and opportunity for advancement
100% medical, dental and vision coverage
Unlimited PTO policy
Monthly wellness stipend
In-office perks such as lunch four times a week, a commuter stipend, and an abundance of snacks and beverages
A relocation stipend may be available for those willing to relocate to a Checkr hub location

Fulltime

Senior Software Engineer, Product Engineering

Everlaw is looking for a Senior Software Engineer with experience building and s...

Location

United States , Oakland

Salary:

164000.00 - 239000.00 USD / Year

Everlaw

Expiration Date

Until further notice

Requirements

BS or MS in Computer Science, or equivalent coursework
Experience and proficiency in coding in a language such as C, C++, C#, Java, Python, Javascript, Go or Rust
Good knowledge of algorithms and fundamental computer science concepts, relational databases, API design, and building user interfaces
At least 5 years of experience building distributed systems in the cloud with service based architecture, using frontend frameworks to create rich, deep, web applications, and experience with the best practices to test, maintain, and launch cloud based software
At least 1 year of experience leading or coordinating multi-developer efforts, including planning and technical breakdown

Job Responsibility

Build customer-facing features that represent the core of our product, including document and image/multi-modal processing, collaborative review tools, organization, translation tools, search, review, and more
Use AI technologies to find the evidence rapidly such as document classification, predictive coding, transfer learning and LLMs
Collaborate with one or more of the Product, Design, Engineering Operations, Security Engineering, and DevOps teams to build out and implement new features that are used in our production environments
Help with scaling our system to larger datasets with hundreds of millions of documents
Provide Technical Mentorship to other engineers by both sharing your technical knowledge and becoming an expert in an area of our code base
Be a Code Reviewer by reviewing code developed by others using your knowledge of programming languages, design patterns, and best practices
Fix defects in our product by triaging product or system issues and writing code to debug, track and resolve these issues
Provide on-call support for the product by answering questions from customers, triaging defects and exceptions, and carrying the pager
Contribute to documentation for internal engineering consumption or for external the Everlaw platform
Do technical interviews to help us recruit engineers and grow the team

What we offer

Equity program
401(k) retirement plan with company matching
Health, dental, and vision
Flexible Spending Accounts for health and dependent care expenses
Paid parental leave and approximately 10 days (80 hours) per year of sick leave
Seventeen paid vacation days plus 11 federal holidays
Membership to Modern Health to help employees prioritize mental health and wellness
Annual allocation for Learning & Development opportunities and applicable professional membership dues
Company-sponsored life and disability insurance
Work in Downtown Oakland, just steps from the BART line and dozens of restaurants

Fulltime

Field Engineer

The number one goal of everyone in our team is to make our clients exceptionally...

Location

United Kingdom , Hebburn

Salary:

27000.00 - 29000.00 GBP / Year

ITC Service Ltd

Expiration Date

Until further notice

Requirements

A love of (and ability to) Solve Problems & Challenges
Great Communications skills, founded in being a good listener
A strong understanding of support tools, techniques and how technology is used to provide services
A strong understanding of operating systems, business applications, printing systems and network systems
A desire to deliver an amazing Client Experience
The ability to speak both Geek and human
Develop and maintain knowledge and skills by continuous development working on mandatory and personal development training set out
Keep up to date with new processes, procedures and developments

Job Responsibility

Ensure timely resolution of technical problems and queries from customers
Provide user training and assistance on IT systems and applications
Travel to customer sites to perform on-site service, maintenance and repair work
Providing a first point of onsite contact for customers through our workshop
Delight our Clients with a Friendly, Quick and Helpful Experience
Provide the Client with in-house repairs, setups and assist with basic remote troubleshooting
Use our Ticketing System to work on and resolve Service Desk Tickets & Service Requests
Managing and recording all work though our Ticketing System
Make sure that Client Documentation is well maintained
Split tickets that have several issues into their own individual ticket

Fulltime

Senior Manager, Mechanical Engineering

Veeco has an opening in Plainview, NY, for a Senior Manager, ETO (Engineer-To-Or...

Location

United States , Plainview

Salary:

159000.00 - 200000.00 USD / Year

Veeco Instruments

Expiration Date

Until further notice

Requirements

Bachelor’s or Master’s degree in mechanical engineering is required
A minimum of 10 years of experience with engineering design and development and experience in semiconductor equipment or other capital equipment is preferred
A minimum of 5 years in an engineering leadership position performing new product development is required
Ability to lead a multi-disciplinary engineering team in the design of complex technical equipment with a team comprised of direct employees, consultants, and temps
Ability to manage multiple ongoing projects, priorities, and risks within specified time and budgetary restrictions
Ability to estimate, plan, schedule, and allocate resources for engineering activities
Strong working knowledge and application of mechanical engineering principles
Possess a system-level understanding of electro-mechanical systems, including a working knowledge of electrical and software principles
Ability to interpret engineering drawings, system block diagrams, electrical schematics, engineering specifications, and manufacturing requirements is required
In-depth understanding of the product life cycle (PLC) and phase gate review process

Job Responsibility

Manage and lead mechanical, electrical, and program management resources, as well as matrix-managed software resources, with full ownership and responsibility to execute new tool and upgrade ETO projects through all phases of the product lifecycle, including concept, prototyping, development, qualification, production support, and field support
Coordinate the completion of milestones for critical product development programs while making effective use of internal and outsourced resources
Participate in customer requirements and specification reviews with a cross-functional group, including Marketing and Operations, prior to quote delivery
Upon purchase order acceptance, work closely with Marketing and Operations to translate customer process requirements into system configurations and design requirements
Plan, schedule, and resource engineering activities in coordination with the Operations build schedule and committed delivery dates
Provide Engineering support to Operations during the manufacturing build process
Drive all engineering documentation and deliverables, including product BOM’s, P&IDs, and engineering drawings, to be prepared, updated, and released in accordance with applicable company format and procedural requirements
Provide technical support for escalations on released and ETO products when additional support is requested by Field Service or Operations personnel
Ensure compliance with applicable industry safety and regulatory standards
Manage internally and externally sourced engineering changes (ECs) that are compliant with the Veeco change process and in support of program schedule requirements

What we offer

Medical, Dental, and Vision
Employee Stock Purchase Plan (ESPP)
401(k) with Company Match
Holiday, Vacation, and Sick Time
Flexible Spending Accounts (FSA)
Commuter Benefits
Life and Accident Insurance
Disability Insurance
Tuition Reimbursement
Employee Assistance Program (EAP)

Fulltime

Service Desk Agent

Join a fast-moving, friendly, and client-focused IT team that’s serious about se...

Location

United Kingdom , Hebburn

Salary:

20800.00 GBP / Year

ITC Service Ltd

Expiration Date

Until further notice

Requirements

A love of (and ability to) Solve Problems & Challenges
Great communication skills, founded in being a good listener
An understanding of support tools, techniques and how technology is used to provide services
Strong understanding of operating systems, business applications, printing systems and network systems
Must be able to type quickly and accurately while talking on the phone
A deep desire to deliver an amazing Client Experience
Knowledge of IT Applications, Software & Hardware
The ability to speak both Geek and human
IT literate – Advanced user level
Drivers license

Job Responsibility

Providing a first point of contact for customers through our service desk, be that via phone, email or ticket
Delight our Clients with a Friendly, Quick and Helpful Experience
Provide the Client with basic remote troubleshooting
Use our Ticketing System to work on and resolve Service Desk Tickets & Service Requests
Managing and recording all work though our Ticketing System
Make sure that Client Documentation is well maintained
Split tickets that have several issues into their own individual ticket
Make sure that tickets aren’t “stale” throughout the process
Review RMM dashboard and apply remediation actions as indicated by our Processes
Review regularly scheduled/automated actions as indicated by our Processes

Fulltime

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Senior Customer Service Coordinator - Engineering Support

Job Description

Job Responsibility

Requirements

What we offer

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