Support Engineer

Job Description

Job Description

Salary : AboutMirrorWeb

MirrorWebis a fast-growing, Manchester-born scale-up with headquarters in Austin, Texas.We'veearned a global reputation for enabling financial firms to manage risk throughcutting-edgedata archiving and supervision solutions. We help organisations meet their compliance needs more efficiently than ever before. Our platform captures,monitorsand stores all digital communications - whetherit'semails, MS Teams conversations, iMessages, or anything else. This helps businessescomply withstrict regulations and avoid costly fines like the $5 billion issued by the SEC in 2023.

Our mission is simple : to allow firms to communicate freely and confidently with the knowledge that all messages will bemonitoredand flagged in real-time if noncompliant. Having recently secured significant investment from a U.S.growth equity firm,we'reready for our next phase of rapid expansion in theU.S.market and beyond.

The Role

The Support Engineer serves as a critical technical resource with two primary responsibilities : monitoring our web crawling operations and delivering exceptional customer support through our service desk and phone coverage.

Crawl Monitoring

Our reputation depends on delivering high-fidelity, timely web crawls to our customers. The Support Engineer is responsible for :

• Active Monitoring : Continuously monitoring all active web crawls to ensure optimal performance
• Launch Management : Ensuring timely initiation of web and social media crawls according to schedule
• Quality Assurance : Maintaining and monitoring hourly checks on completed web crawls
• Issue Resolution : Intervening in problematic crawls through various methods including :

Adjusting crawl scope and parameters

Service Desk & Customer Support

Our helpdesk serves as the primary point of contact for all MirrorWeb product-related issues, supporting both internal and external customers.

Phone Support Coverage

Ticket Management

The Support Engineer will follow established procedures for all tickets, including :

Second-line support specialists

Keeping customers informed throughout the resolution process

Monitoring open ticket queues

Technical Skills & Requirements

Required Technical Competencies

Connect to and navigate server environments

Preferred Additional Skills

Weekend & Bank Holiday Coverage

MirrorWeb maintains contractual obligations to perform web crawls 365 days per year, requiring out-of-hours coverage with appropriate compensation.

Rotation Schedule

Coverage frequency depends on the number of engineers participating in the rotation system.

Weekend / Holiday Responsibilities

Working Environment

This role combines technical expertise with customer service excellence, requiring both independent problem-solving abilities and collaborative communication skills. The position offers opportunities for professional growth in cloud technologies, automation, and customer relationship management.

Whats on Offer :