Customer Operations Engineer - FinTech / Blockchain

Dublin

Customer Operations Engineer - FinTech / Blockchain

Harvey Nash are working with an award-winning, fast-growing technology platform provider within the FinTech space to recruit for a Customer Operations Engineer here in Dublin.

This is a very hands-on, technical, customer focused role, that is much broader than a typical ticket-based support role. As part of the ops team, you will be responsible for partnering with customers to help tackle challenging technical issues, diagnose and report problems, act as a bridge between the customer and product teams, and provide guidance on how to use the company’s platform.

Some of the key responsibilities include:

  • Resolve / Debug complex issues in both the company’s own codebase and customers environments
  • Take full ownership of complex issues - communicating in a timely & professional manner, keeping the customer informed and satisfied, utilising community site & channels etc.
  • Influence the direction of the company’s product through clear communication with customers and consistent collaboration with product teams.
  • Review, analyse, and evaluate business systems and user needs
  • Define and contribute to customer facing company knowledge base - writing/updating articles.
  • Create/ present training as required to inform internal teams/customers of product improvements & updates.
  • Escalate incidents to others within the operations department and manage through to resolution.
  • Perform daily checks on business-critical systems, resolve any internal support requests relating to internal system usage, report on customer ticketing activities etc.
  • Maintain & monitor standards, controls, processes, and solutions, to minimise business and IT risk.
  • Fulfil any ad-hoc requests and participate in any on-call rotations and shift work when required.

Ideally you will have a combination of the below technical skills:

  • Computer Science or related degree or equivalent work experience
  • Proven experience working in a technical customer support, applications or operations related role
  • Previous experience in a troubleshooting environment preferably working with external customers
  • Previous experience with service delivery, quality monitoring and dynamic improvements
  • Ability to go beyond help articles and understand the technical system to resolve customer queries.
  • An understanding of System Administration and networking
  • Ability to articulate technical concepts to non-technical audiences and customers
  • Strong understanding of cloud concepts and platforms
  • Knowledge & experience with CRM & project management systems - Zendesk, Jira/Confluence etc.
  • Understanding for Agile and Scrum methodology.
  • Knowledge of ITIL highly desirable.

Bonus points if you have:

  • A basic knowledge or experience of Kubernetes or Blockchain & associated technologies.

Benefits:

In addition to a competitive salary and benefits package, you will gain the chance to work as part of a growing team, that cares about building great software and who are working at the forefront of blockchain.

If you are interested in this role or want to learn more, you can contact Aaron for a confidential chat at 01 674 1415 or apply directly.

Dublin
Negotiable
  1. Permanent

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