Overview

What we're all about: We create a culture where people feel empowered to do their best work. We collaborate across continents and time zones, celebrate successes together, and tackle challenges as a team. We strive for growth and inclusivity, with colleagues from diverse backgrounds and languages contributing to a sense of belonging for all.

The opportunity

As a Technical Support Engineer, you will be the frontline of our customer success, providing expert-level support for Quantexa's platform and solutions. You'll work closely with client developers, engineering, and product teams to troubleshoot issues, deliver timely resolutions, and contribute to the continuous improvement of support processes.

What you'll be doing

• Provide Tier 2/3 technical support for Quantexa's platform, including data ingestion, entity resolution, and graph analytics.
• Diagnose and resolve complex technical issues across distributed systems, APIs, and data pipelines.
• Collaborate with engineering and product teams to escalate and resolve development challenges, bugs or feature requests.
• Maintain detailed documentation of issues, solutions, and best practices.
• Participate in on-call rotations and ensure Support SLAs are met.
• Contribute to knowledge base articles and internal tooling improvements.
• Support client onboarding and integration efforts when needed.

What You'll Bring

• Experience in a customer-facing technical support role, working directly with both technical and non-technical customers to diagnose and solve issues for high-profile clients against SLAs.
• Strong problem-solving and analytical skills; interpret documentation, logs and reproduce customer issues.
• Skilled in reading and interpreting code for effective issue analysis and troubleshooting.
• Hands-on experience with modern web application technologies (must-have).
• Excellent customer service and clear, concise documentation skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Customer-centric mindset with a proactive approach to issue resolution.
• Demonstrated accountability and ownership in resolving issues and driving continuous improvement.

Technical Skills Required

• Experience with JVM-based web applications (Quantexa uses Scala on the backend and TypeScript on the frontend).
• Familiarity with REST APIs, SQL databases, Elasticsearch, Spring Boot, or Apache Spark.
• Knowledge of containerized deployments such as Docker, Kubernetes, or OpenShift.
• Cloud environments (e.g., AWS, GCP, Azure).
• Proficiency with build tools (Gradle, Maven), package managers (NPM), command-line interfaces on cloud/remote systems, Git workflows, and CI/CD tools like Jenkins.
• Proficiency in at least one programming language: Java, Scala, Python.
• Basic understanding of AI and machine learning concepts to support intelligent data processing and troubleshoot related platform components.

Nice to have

• Proven incident management skills, with the ability to manage the support lifecycle independently.
• Experience in enterprise software support or client-facing technical roles.

Benefits

• Competitive salary
• Company bonus
• 25 days annual leave (with option to buy up to 5 days, and roll over up to 10), plus national holidays and your birthday off
• Pension scheme with company contribution of 6% (when you contribute 3%)
• Private Healthcare with AXA, including dental & optic cover
• Life Insurance and Income Protection
• Regularly benchmarked salary rates
• Enhanced maternity, paternity, adoption, or shared parental leave
• Well-being days
• Volunteer day off
• Work from home equipment
• Commuter, tech and cycle to work schemes
• Octopus EV Salary Sacrifice scheme
• Free Calm App subscription for meditation, relaxation, and sleep
• Continuous Training and Development, including access to Udemy Business
• Spend up to 2 months working outside your country of employment with our Work from Anywhere policy
• Employee referral program
• Team Social Budget and company-wide socials

Our mission

We have one mission: To help businesses grow, to make data easier, and to make the world a better place. We are a collection of bright, passionate minds harnessing complexities and helping our clients and their communities. One culture, made of many, heading in one direction – the future.

It's All About You

We want you to feel welcome, valued, and respected because your individuality and passion make you who you are. We are proud to be an Equal Opportunity Employer and are committed to fostering an inclusive and diverse work environment. If you need any reasonable adjustments or accommodations, please let our Talent Acquisition Team know. We welcome all who are passionate, curious, and caring about pushing the boundaries of what's possible.