About Tide:
At Tide, we are building a finance & admin platform designed to save small businesses time and money. We provide our members with business accounts and related banking services, but also a comprehensive set of connected administrative solutions from invoicing to accounting. Launched in 2017, Tide is now the leading business financial platform in the UK with 575,000 SME members (10% market share) and more than 250,000 SMEs in India. Headquartered in London, Tide has over 1,600 Tideans across the UK, Bulgaria, India, Serbia, Romania, Ukraine and Germany.
Tide is rapidly growing, expanding into new markets and always looking for passionate and driven people. Join us in our mission to empower small businesses and help them save time and money.
What we're looking for:
Production Support keeps Tide's production platform running smoothly through proactive monitoring and by providing technical expertise in support of business operations. The team is a 2nd and 3rd line technical support team, and as a Production Support Engineer, you would be working closely with the front line and backend teams and the Agile delivery teams (to name just three of many!). Working to deliver a responsive, efficient and reliable support service to ensure our members have the best experience possible. You'll investigate production issues, facilitate escalations and suggest workarounds. You'll ensure software bugs are confirmed before assigning business areas for prioritisation. You'll find yourself leading escalations and process improvements.
As a Production Support Engineer you'll be:
Owningissues from start to finish; collaborating with technical engineers, third parties and business teams in order to resolve complex problems ensuring issues are understood and owned until their conclusion
Investigatingproblems, working across multiple teams
Managingincidents, ensuring process is followed and following up on actions
Managingcompeting priorities in a fast moving and sometimes demanding environment
Supportingthe constant changes and improvements being driven across the company to develop and improve our services, whilst helping to ensure the continued stability of theplatform
Assessingplatform performance, alerting teams and making recommendations on potential causes/improvements
Reportingdata of interest or regular statistic information,along with any analysis as required both internally and to a wider Tide group
Supportingthe changing demands of the team which may include participation in the out of hours on-call rota (additionally compensated for), ensuring that urgent issues are responded to, escalated and addressed effectively, and in line with policy and process
Workingwith our Operational teams and 3rd party technology partners, maintaining standards and relationships
What makes you a great fit:
Excellent spoken and written English skills
Any spoken and written German skills would be beneficial
You have 2+ years of experience in a production support environment
You have spent time in a technical support capacity
You are customer focused, everyone is our customer
You have worked with service monitoring, alerting processes and tools
You are experienced in incident handling either within an ITIL framework or another in-house formally structured method
You have an analytical mind and be driven by solving problems, we're after someone who's not afraid to get their hands dirty digging into the detail
You are used to working with multiple teams across different disciplines in order to get the right outcome
You are comfortable working in a fast-moving company where priorities can change and processes may need to be created from scratch
You have excellent communication and reporting skills, able to work confidently and effectively with any technical or non-technical teams
You are highly organised, self-managed, collaborative and proactive in your approach
You are confident in owning issues, until their conclusion
Our Tech Stack(You don't have to excel in all, but willing to learn them):
You have good working experience of
RESTful APIs and Web Services
RDBMS, specifically MySQL and PostgreSQL, with good SQL skills
Troubleshooting backend, web and mobile applications using log data
You have some experience working with AWS, preferably in Unix/Linux environments
You have worked with Jira and Confluence tools, and be familiar with customer ticketing systems
What you'll get in return:
25 days paid annual leave
3 paid days off for volunteering or L&D activities
Extended maternity and paternity leave covered by the company
Personal L&D budget in the amount of 1000 BGN per year
Additional health & dental insurance
Mental wellbeing platform
Fully covered Multisports card
Food vouchers
Snacks, light food, drinks in the office
WFH equipment allowance
Flexible working from home
Sabbatical Leave
Share options
Tidean Ways of Working
Make work, work for you! Tide embraces and supports flexible working arrangements. We are aremote-firstbusiness that enables its employees to work remotely from anywhere in their home country. Additionally, Our Working Outside the Office (WOO) policy allows you to work from anywhere in the world, up to 90 days per year per country.
We are remote-first, but when you do want to meet new people, collaborate with your team or simply hang out with your colleagues, our offices are always available and equipped to the highest standard. We offer flexible working hours and trust our employees to do their work well, at times that suit them and their team.
Tide is a place for everyone
At Tide, we believe that we can only succeed if we let our differences enrich our culture. Our Tideans come from a variety of backgrounds and experience levels. We consider everyone irrespective of their ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status. We celebrate diversity in our workforce as a cornerstone of our success. Our commitment to a broad spectrum of ideas and backgrounds is what enables us to build products that resonate with our members' diverse needs and lives.
We are One Team and foster a transparent and inclusive environment, where everyone's voice is heard.
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