Vacancy • Customer Support Lead - London

2020-09-28 2020-09-28
Jobs • London
Company: Echobox

We are looking for a Tech Support Manager to sit between our engineering and sales teams to predict, prevent and solve all customer product issues.

You will help identify, and where possible fix, technical problems and provide responses to customer questions from our global client base, which includes The Times, The Guardian, Le Monde and Conde Nast. By ensuring high retention rates and outstanding customer satisfaction, you will contribute directly to our growth rate.

By gaining a deeper understanding of the publishing industry and our customers, you will also contribute to the product development process by collaborating with our partners and suggesting new features and products.

Key responsibilities:

  • Investigating potential product problems or misunderstandings.

  • Providing our engineering team with consistent and clear information from other parties when problems need to be escalated.

  • Extending the internal tools used by non technical team members to understand/investigate the behaviour of the platform.

  • Taking responsibility for the technical processes involved when setting up new clients.

  • Extracting requested information manually where such internal tools are currently lacking.

  • Writing internal documentation to help answer commonly asked questions.

  • Using Java and SQL tools that you’ll create to solve problems both proactively and reactively.

About Echobox:

We are a fast-growing, research-driven company building an artificial intelligence that helps online publishers overcome the challenges they face every day. Using novel machine learning techniques, we are revolutionising the publishing industry and have a track record of building things that others have ruled out as impossible. Leading names from around the world rely on our product every day, including The Times, Le Monde, The Guardian, Vogue and many more.

Our team is our best asset. We work with extremely smart and talented individuals, who all enjoy a high degree of responsibility and independence in structuring their work.

Do you think you have what it takes to be part of Echobox? We'd love to hear from you.

About our work:

To get a better insight into the kind of work we do, check out our open-source project on Github, our data showcases and our YouTube content on Microservices.


Minimum Academic Qualifications:

  • 2.1 degree from a top tier University; or
  • 2+ years relevant job experience with a proven track record of excellence in your field
  • Fluent written and spoken English

Required Skills and Experience:

  • A basic understanding of software development processes.

  • A familiarity with Java and a desire to become an expert.

  • High degree of competence extracting information from database systems.

  • Ability to use data to help guide strategic decision making.

  • Strong analytical, assessment and problem-solving skills.

  • Self-starter, ability to work with limited supervision, multi-tasker

  • You have a genuine passion for technology


  • Familiarity with Tableau

  • You have experience of customer service in an IT/software context

  • Experience with NoSQL database systems.

  • Understanding of the media industry

  • Familiarity with AI concepts

Updated: 29 September 2020


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Tuesday 29 September 2020