Application Support Engineer

London

LoyaltyLion is a data-driven loyalty and engagement platform trusted by thousands of ecommerce brands worldwide. Merchants use LoyaltyLion when they want a fully customised loyalty program that is proven to increase customer engagement, retention and spend. Stores using LoyaltyLion typically generate at least $15 for every $1 they spend on the platform.

Today LoyaltyLion works with over 6,000 fast-growth ecommerce retailers. Our mission is to help them succeed in the age of Amazon, where they may not be able to compete on price and logistics but can offer a better customer experience. One that makes customers feel valued, rather than like they are just another number.

Role information

The support engineer role

As Application Support Engineer, you’ll be responsible for second line support for our product, including:

  • Advising our merchants on what is and isn’t possible using our APIs and SDKs – and how to get there
  • Guiding merchants when they have difficulty integrating our product and features
  • Updating and expanding our public documentation
  • Validating, writing and escalating bug reports
  • Acting as a user advocate within the wider engineering organisation

Progression
Depending on your interest and abilities, this role has the opportunity to progress either to a full time Software Engineering position, a Solutions Architect role, or people management within the Tech Support Engineering stream.

Some of the things you'll be doing:

The support engineer role

As Application Support Engineer, you’ll be responsible for second line support for our product, including:

  • Advising our merchants on what is and isn’t possible using our APIs and SDKs – and how to get there
  • Guiding merchants when they have difficulty integrating our product and features
  • Updating and expanding our public documentation
  • Validating, writing and escalating bug reports
  • Acting as a user advocate within the wider engineering organisation

Progression
Depending on your interest and abilities, this role has the opportunity to progress either to a full time Software Engineering position, a Solutions Architect role, or people management within the Tech Support Engineering stream.

What we’re looking for:

In order to succeed as a Support Engineer, you should:

  • Have one year’s experience working in a comparable second-line support role before
  • Bring excellent written and verbal communication skills in English – this is a client-facing role
  • Be comfortable writing SQL to understand and validate a reported client issue
  • You’re fluent enough in a mainstream scripting language to apply it to real problems (we use Ruby and JS, but e.g. Python is fine too)
  • Work effectively in a cross-functional role sitting between full-time engineering and commercial teams

Standout candidates for support engineer might:

  • Bring a higher level of experience in software development – you might have
    written programs consuming public APIs
  • Used Git and Github and be familiar with code review

What we offer:

Throughout COVID-19 we are working remotely for the time being, although our regular office is located in Farringdon. We’re committed to supporting anyone that joins us mid-pandemic in a way that enables you to; onboard smoothly, integrate with teams and feel a part of the team. In addition to this we offer:

  • Be part of the the first 75 employees that drive the future growth
  • Join at a major inflection point – ecommerce is booming and with it the demand for loyalty software like LoyaltyLion
  • Brand new Macbook, magic keyboard and any other tech or equipment you need to do a great job
  • Remote working
  • Flexible working
  • 25 days holiday + bank holidays + carry 13 days holiday over into the next holiday year
  • Company days out and events (virtual for now)
  • Home office budget
  • Cycle scheme
  • WeWork All access and an office space (post lockdown).

 

We’re constantly reviewing our perks and benefits and are currently looking to introduce a new set of benefits for the ‘new way of working’ for the time being.

Ready to find out more?

Speak to a member of the team to find out how you could use LoyaltyLion to drive customer loyalty and engagement.

Request demo