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Be part of something exciting. Work with amazing people. Challenge yourself.

Technical Operations & Support Engineer - Cambridge or London

We're looking for an experienced and collaborative Technical Operations & Support Engineer to join our busy team.

Apply now

Your Mission

You will be providing both application support and service management for multiple production and development environments; working with all stakeholders in the business, ranging from customers, in-house lawyers, development, and operations teams to ensure excellent product support and service availability.

Application Support (60%)

  • Monitor and respond to support tickets raised by the customer and internally within agreed SLA
  • Undertake triage on support tickets raised, execute impact analysis and provide accurate classification of reported issues to ensure appropriate prioritisation
  • Initiate problem resolution by using knowledge base, problem replication and running diagnostic troubleshooting
  • Work closely with development teams to resolve issues and provide good customer service. Ensure problem routing and escalation, when necessary
  • Deliver periodic ticketing reports in conjunction with SLAs
  • Provide input during sprint planning process; specifically, around bug management
  • Work with Product Support lead to build automated processes to streamline support procedures

DevOps Application Support (40%)

  • Working with QA and development teams to build, implement and support the release packages
  • Work with the DevOps lead to assist with the deployment of hot fixes and maintenance releases
  • Provide service availability and capacity management for hosted services
  • Ensure service SLAs are met through regular monitoring of systems, backup and tested restorations
  • Onboard new customers and staff
  • Undertake installation and administration of local IT assets
  • In conjunction with DevOps lead, build and automate processes to streamline operations.

What You'll Need To Succeed

We are seeking an ambitious individual who cares about quality of service and takes pride in providing excellent customer care and support.

  • Previous experience as a customer facing Support Engineer
  • Confidant usage and troubleshooting on Linux operating systems
  • Good understanding of SQL
  • Critical thinker and excellent problem-solving skills
  • Good level of communication skills both written and verbally

Why You'll Love Working Here

  • Company Pension Scheme
  • Life Assurance Scheme
  • 25 days annual leave
  • A collaborative, supportive, and dynamic work culture; you’ll work with people who demand the best
  • In-depth training and one-to-one support as you build your career at ThoughtRiver and map out your professional goal
  • A regular programme of fantastic team-building and social activities to foster a collaborative spirit
  • Environmentally conscious and serious about climate change; we're committed to completely removing our impact on the environment by October 2021

An Equal Opportunities Employer

We commit to creating an inclusive environment that enables everyone to perform at their best, where we recognise the rights of all individuals to mutual respect and where there is an unbiased acceptance of others. 

About Us

ThoughtRiver, the market leader in intelligent legal pre-screening, is disrupting legal services by enabling lawyers to review contracts quickly using behavioural analytics, machine learning and data visualization. Our product encompasses leading-edge AI technology, an innovative legal ontology and one of the world’s largest legal intelligence data sets.

We recently announced a successful $10m Series A investment round and are ambitiously scaling. We have been named by Business Insider as one of the Top 15 European AI start-up companies, with a rapidly expanding global client list.

A stand-out career that’s truly rewarding

Join us at the cutting-edge, deploying the latest technology to revolutionise a centuries-old industry.

Apply now