Vizlib is a fast-paced, innovative data analytics company. We help leading global businesses (such as Novartis, IKEA, and Schindler) transform their reporting into eye-catching visual data stories. Our diverse, international team collaborates daily to create intuitive UI products for Qlik Sense that put the customer first, and bring people and data closer together. Join us as we redefine what’s possible and build a new data-driven world in the cloud!

We’re driven, we’re global, we’re growing and we need more amazing talent to keep up the pace!

The Role 

We are looking for a fab Technical Support Engineer who ideally has experience supporting & troubleshooting BI/Qlik tools front-end and back-end issues, but can also understand basic SQL scripting and has a good understanding of common concepts of IT Infrastructure & Networking (Windows Server, Cloud computing, TCP/IP protocol, Reverse Proxies...).

The ideal candidate will be responsible for and take ownership of configuring and troubleshooting our products whilst working with other internal teams to resolve customers' technical issues. This is not your typical Support or Helpdesk role but instead, it’s Support of and with a proven track record of experience supporting BI environments and tools such as Qlik Sense.

You will be supporting our growing Qlik Sense and Astrato customer base by acting as the liaison between the customer, partners and other internal teams as well as our existing Support team. Your ability to work well with others in a complex, data analytics, fast-paced and fluid environment will also make you an ideal candidate.

As a Technical Support Engineer, you will also be required to drive various projects within the Service Delivery department in order to deliver better outcomes for ourselves and our customers!

Challenging the Status Quo is a day-to-day job here at Vizlib!

The Person

To be a successful Vizlibber, you must have excellent self-organisation and time management skills, enjoy working in a fast-paced environment as well as being able to work collaboratively with our customers. You will need to be a team-player in Support, collaborating with colleagues across the world as well as being able to take instruction and direction from our Senior Support Engineers and Service Delivery Manager.

This is a very rewarding opportunity to work closely alongside customers and engineers that use our industry-leading software, within a very dynamic and fun environment where you will be kept actively engaged.

The Responsibilities

• Troubleshoot customer issues and requests by taking ownership of them through to resolution whilst working towards internal SLA targets and goals
• Identify and understand customer requirements and prioritise issues accordingly
• Manage customer expectations for technical questions by reproducing bugs and processing feature requests where required
• Provide regular updates to customers on the progression of support requests
• Manage and address both tickets and chat conversations efficiently and in a timely manner
• Liaise between our Sales, Customer Success and Development teams internally
• Get to the root cause of an issue and fully address requests through to resolution
• Troubleshoot and configure Vizlib products across a variety of hardware and software platforms
• Provide permanent solutions as well as investigate available workarounds or escalate issues within Support or Development / Engineering teams as needed
• Stay up to date with all Vizlib/Astrato products

The Requirements

• Has a minimum of 3+ years of working in a technical support role and or working as part of a busy Support team, using traditional ticketing systems or conversational support platforms
• Strong experience using or supporting BI products such as Tableau/PowerBI or ideally Qlik Sense
• Experience of working in a software development/Agile environment or at least have an understanding of Agile working environments
• Experience with SaaS products and Cloud software environments
• Experience coordinating tasks to provide our customers with world-class product support
• Excellent time-keeping skills, communication and written/verbal English skills
• Excellent customer service & interpersonal skills including excellent video call manner
• A logical thinker with strong problem-solving and troubleshooting skills as well as high attention to detail
• Ability to explain technical concepts to both technical and non-technical customers
• Excellent organisational skills with the ability to prioritise work based on plans, goals and objectives
• Have the ability to work under little or no supervision
• Experience with troubleshooting browser-based products (HTML, CSS, JavaScript)
• Familiarity with Google Apps, Slack, Jira, Intercom and Freshdesk would all be advantageous
• Good understand and experience with Enterprise environments (knowledge in Windows Server, Networking, types of Authentications etc.)

The Right Person

• Ability to work individually and collaboratively within a team environment.
• Tech-savvy and eager to learn new technology and practices.
• Thrives in fast-paced and high-growth companies.
• Clear and thoughtful communicator with exceptional critical thinking skills.
• Ability to contribute to building new processes and systems.
• Excellent verbal & written communication skills. 
• Detail-oriented and analytical.
• Charming, sincere, compelling.
• Curious, robust, persistent, tenacious.
• Committed, willing to learn and keen to grow.
• You aim high, embrace challenge and always do what’s right.

Above all, we’re looking for someone who is committed, willing to learn, and keen to grow with us as we take on new challenges and navigate this period of exciting growth for our business.

The Rewards

We believe in providing the best environment to allow you to do your best work, and we currently offer the following:

• A very competitive salary
• Medical, dental, vision, Life and 401k plans
• Mental and physical health support with our Wellbeing Coach App
• A generous training grant of £1,000 per Vizlibber and A target minimum of 5 days training per year
• A growing ‘library’ for inspiration and regular business acumen motivational book clubs
• A fun and supportive environment working alongside some true experts
• A company in an industry where your work has an impact every single day
• Travel opportunities to our offices 
• Annual offsite

Sound good?

So, what are you waiting for? Apply now for a chance to be part of an inspirational and talented team. At Vizlib we are committed to creating and supporting a diverse and inclusive workplace where we all respect and learn from each other. As an Equal Opportunity employer, we welcome applicants with different experience, backgrounds, perspectives and abilities. We strive to create a culture that is open, engaging and supportive.