Peak

The Opportunity

Peak are a Decision Intelligence company - we are on a mission to help organisations use AI to make great commercial decisions, all the time. Just as importantly, we are also focused on building an amazing company - one where we truly value our people & culture, and strive to make an amazing and diverse place to work. Our recent Best Companies award & 3 star accreditation for being one of the top companies to work for is a testament to this.

 

We have ambitious plans over the coming years; to launch and lead a new category of technology (Decision Intelligence), expand our operations and create the best working culture possible. This is a great time to join Peak and the Engineering team, as we start the next stage of our global growth. 

Purpose of the role

We are looking for someone to coordinate support efforts via multiple channels of communication. While communicating progress and verifying requirements with the users, you will be required to triage the requests and either coordinate with the relevant internal teams or, where possible, get hands on to resolve the issue yourself. 

There will be a huge opportunity to work in an environment open to new ideas and ways of working and as your knowledge of the Platform and services progresses, you’ll have the opportunity to take on more of the tasks.

The Role

You may see some skills and experience mentioned that you aren’t familiar with yet and that’s okay - If you’re driven, curious and ready to learn new things we’re open to seeing what you’ve got to offer!

You will work closely with the Engineering team along with the Data Science & Customer Success team, to support the end users of the Peak platform. Our platform leverages serverless architecture and the ability to handle data at scale; enabling businesses to productionize AI, end-to-end, in a single platform. As a Platform Support Engineer you would: 

• Analyze and respond effectively to support requests.
• Prioritize and manage several open issues, ensuring SLA’s are met.
• Properly escalate unresolved issues to appropriate internal teams.
• Communicate regularly with stakeholders to provide timely status updates regarding the progress of the investigation & resolution.
• Refer to internal knowledge base or external resources to provide effective technical solutions.
• Keep skills and technical knowledge of the platform up to date.
• Help build and maintain a technical knowledge base for troubleshooting.

Skills & Experience

We’d love to see someone who can demonstrate:

• A proven background in 1st or 2nd Line support.
• A competent ability to speak with customers comfortably in a professional manner, attending onsite when necessary.
• Some hands-on experience with one or more cloud providers (AWS, Azure, GCP etc.)
• Excellent problem-solving skills.
• Ability to provide step-by-step technical help, both written and verbally. 
• Ability to handle competing priorities and keep track of SLAs.

The Team

You’ll be working with a smart and driven team of engineers, with a diverse background of devops, data engineering, full stack development, system administration and product support. You’ll also work closely with other teams such as Data Science and Customer Success making sure that customer operations run smoothly.

The Peak Platform

Leveraging serverless architecture, CODI is built for handling data at scale. CODI enables businesses to productionize AI, end-to-end, in a single platform. Insights and intelligence can be accessed via an array of outputs including in-built and custom apps, integrated via APIs and more.

You can read more about CODI on our website too.

As an AWS Machine Learning and Retail competency partner, that is where we host our infrastructure. Be ready to dive into the inner workings of the platform to debug and resolve issues, we want our Platform Support Engineers to be as autonomous and self-sufficient as they can be, continuously learning and getting practical experience of our favourite technologies.

Personal Skills

We’re on a big mission at Peak ‘to be the global leaders of AI’ and we need teammates with the some particular values-driven qualities to help us make this happen:

• Open - ability to effectively communicate with all teammates and across different functions within the business. 
• Straightforward -  outcome focused with a long term vision. 
• Driven - positive attitude and willingness to be hands on in a fast paced growing company.
• Curious - keeps up to date with latest tech, launches and product updates. 
• Smart - ability to provide technical solutions and deliver results by collaborating with cross-functional teams. 
• Responsible - effectively balance competing priorities and support decisions that best support the team & end users. 

Benefits

• Opportunity to help scale Peak and make a large impact in a fast-growing company with global ambitions.
• Competitive compensation package - options, pension, generous holiday entitlement, subsidised gym membership
• Regular team days and social activities
• Cycle to work initiative and public transport season ticket loans
• A fantastic working environment with open communication channels, flat hierarchy and a truly collaborative style.
• Peak has a strong culture that we live by, based on shared values: we are open, straightforward, smart, responsible, curious and driven.
• Access to Mental Health and Wellbeing support services
• Opportunity to influence Peak’s early success in entering the global market.
• Learn from some of the best minds in the UK and India across multiple disciplines.

About Peak

In an age when becoming AI and data-driven is one of the most important things businesses must do, it can also be one of the most challenging. That’s where Peak comes in; our CODI system sits at the heart of our client’s businesses, enabling the rapid unification, modelling and - most importantly - use of data - helping decision makers make great commercial decisions, powered by AI. All supported by our world-class data science team.

 

Founded in 2014, Peak has grown rapidly, in line with the world’s fastest growing SaaS companies, winning numerous awards and attracted significant funding to support the company’s ongoing investment in machine learning and AI technologies. All to further our mission to become the world’s leading AI System business.

 

Headquartered in Manchester, Peak also has offices in London, Edinburgh, Jaipur and Brisbane. Our clients include some of the world's leading retailers, manufacturers and well-known brands alongside highly innovative and tech-savvy businesses. Peak is an Amazon Web Services (AWS) Partner, and holds Machine Learning Competency and Retail Competency status.

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