Software Engineer, Customer Support

  • Location

    City of London, London

  • Sector:

    Technology

  • Job type:

    Permanent

  • Salary:

    Negotiable

  • Contact:

    Arran Rooney

  • Contact email:

    arran.rooney@xcede.co.uk

  • Job ref:

    HQ00030424_1583763848

Software Engineer, Customer Support
Digital Agency Permanent
Fully Remote up to £65,000

The Company:

An AI-powered SaaS platform who are simplifying the way brands communicate with their customers by combining human agents and bots. The result: frictionless customer experiences throughout the customer lifecycle that enhance customer loyalty and drive revenue - at scale. Partnering with hundreds of forward-thinking brands such as Google, Tesco, Hertz, British Airways, and Alaska Airlines to help them deliver a better customer experience.

The Role:

Coming in a as Software Engineer to join the support team, working with multiple teams of engineer on a range of projects such as third party integrations to agent workflows and analytics to chatbots and automation.

Key Responsibilities:

Work wit Software Architects and Engineering leads to design and implement long-term solutions to customer problems
Take ownership of customer issues and see them through to resolution
Collaborate with Customer Success Managers understanding customer issues and pain points
Diagnose, triage, troubleshoot, identify, prioritise and understand emergent issues in our SaaS products, including those related to customer configuration or setup.

Requirements:

Experience in software engineering, having worked on back end API's and Web apps
Hands on Python development experience
Django Framework is a plus
Experience with 3rd party API's (e.g. Facebook Open Graph API's)
Experience/knowledge of relational and non-relational data stores (e.g. MongoDB)
Familiar with Docker
Familiar with AWS (EC2, SQS, S3, ECS
Customer orientated with excellent verbal and written communication
Strong Delivery Skills, and drive to get issues resolved
Familiar with TTD and Agile practices


If interested in the role, please apply now or email CV to arran.rooney@xcede.co.uk