Support Engineer

Engineering UK · Manchester, Manchester
Department Engineering UK
Employment Type Full-Time

Purpose of the Role

 

Support and maintain the Peak Platform for both internal teams and external customers.

 

The Opportunity

 

At Peak we are on a mission to make AI accessible for all businesses by providing them with the ability to drive value from their data. 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 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 capture a large part of this new market, expand our operations and create the best working culture possible. This is a great time to join Peak and the DevOps team, as we start the next stage of our global growth. 

 

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 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 will work closely with the DevOps team and 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. The Support Engineer will: 

 

  • 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.

 

Personal Skills

 

We’re on a big mission at Peak ‘to be the global leaders of AI’ and we need teammates with the following 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. 


Required Experience

 

We’d love to see someone who can demonstrate:


  • Proven background in 1st or 2nd Line support.
  • Ability to speak with customers comfortably in a professional manner and attending onsite if necessary.
  • Hands-on experience with Windows, Linux or Mac OS.
  • Excellent problem-solving and communication skills.
  • Ability to provide step-by-step technical help, both written and verbally. 
  • Good interpersonal skills.
  • Ability to handle competing priorities.

 

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.
  • Opportunity to influence Peak’s early success in entering the US market.
  • Learn from some of the best minds in the UK 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 AI System sits at the heart of our client’s businesses, enabling the rapid unification, modelling and - most importantly - use of data. 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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  • Location
    Manchester, Manchester
  • Department
    Engineering UK
  • Employment Type
    Full-Time