Support Engineer

People · Jaipur, Rajasthan
Department People
Employment Type Full-Time
Minimum Experience Mid-level

The Opportunity 

Peak is the 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 Peak 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. 



The Purpose


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 diagnose, troubleshoot and triage support requests and 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. 



Key Responsibilities and Skills Required


  • 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 customers and their Peak representatives providing status updates of investigations & resolutions.
  • Refer to internal Knowledge Base and/or external resources to provide effective technical solutions.
  • Keep skills and technical knowledge of the platform up to date.
  • Help build and maintain the Technical Knowledge Base for troubleshooting and self-service support.
  • Provide technical know-how and best practice for both customers and Peak employees.


We’d love to see someone who can demonstrate some of the following:


  • A proven background in 1st or 2nd Line support.
  • A competent ability to communicate confidently and professionally with customers.
  • Some hands-on experience with one or more cloud providers (AWS, Azure, GCP etc.)
  • Excellent problem-solving skills.
  • An ability to provide step-by-step technical help, both written and verbally. 
  • Be able to manage competing priorities and keep track of SLAs.
  • Preferable: An exposure to databases and SQL
  • Preferable: An understanding of programming or a scripting languages (e.g. Python, Javascript, Shell). 



The Peak Decision Intelligence Platform


Leveraging serverless and container architecture, Peak is built for handling data at scale. It 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 Peak on our website too.



Benefits


  • Opportunity to make a large impact in a fast-growing company with global ambitions and influence Peak’s early success in entering the global market.
  • Share options / Equity in Peak - Peak is our company, Peak is your company.
  • Flexible culture - Hybrid working model (Clubhouse/Home) and flexible hours with work life balance in mind.
  • 33 days annual leave, inclusive of bank holidays, rising with each year of service up to 38 days. 
  • Family leave benefits, including a world class maternity pay policy (more details here).
  • A fantastic working environment with open communication channels, autonomous high performance culture and a truly collaborative style.
  • Opportunity to work from anywhere in the world for 1 month of the year, after one years service.
  • Mental and physical health support through a variety of channels, e.g., Headspace and Spill app subscriptions, online yoga/boxing/HIIT classes, regular team days and social activities.
  • Cycle to work initiative and public transport season ticket loans.
  • Working with cutting edge tech - you will develop skills and experience essential in the modern economy.
  • Learn from like minded & talented team members across multiple disciplines.
  • Opportunity to develop in various areas that you may take an interest in as part of your personal development. 


Inclusion and Diversity at Peak


Our mission at Peak is to help businesses do great things with AI - we are the innovators, the disruptors and the gamechangers.  


Diverse and inclusive companies will drive the fourth industrial revolution - and we will lead from the front. 


Over the next 5 years, we need more than words to create a stronger company and a fairer society, which is why Peak is committed to not only creating an amazing place to work, but a diverse and inclusive one too.


We want to create awesome teams and leadership, where everyone can bring their authentic selves to work and their ideas to solve the complex problems for the companies and the communities we serve.


About Peak


Founded in Manchester in 2015 by Richard Potter, David Leitch and Atul Sharma, Peak is on a mission to change the way the world works. We have offices in Manchester, London, Jaipur and Brisbane. Our decision intelligence platform provides businesses all over the world with AI-powered solutions that drive commercial outcomes. 


Connecting data sets from across an organisation to provide predictive insight and recommended actions, the Peak platform directs fast and effective decision making. It is used by leading brands including Nike, Pepisco, KFC, Sika and PrettyLittleThing. 


In August 2021, Peak announced a $75m Series C funding round led by SoftBank’s Vision Fund II. We have grown significantly over the last three years, and now number over 200 people globally. This year Peak received a Best Companies 3-star accreditation, which recognizes extraordinary levels of employee engagement and was ranked by The Sunday Times as one of the Best 100 Companies to Work For in 2020 and 2021. 

Thank You

Your application was submitted successfully.

  • Location
    Jaipur, Rajasthan
  • Department
    People
  • Employment Type
    Full-Time
  • Minimum Experience
    Mid-level